We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2257 results
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Decision Reference DRN3908187
3 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMrs G lives with her husband and two school-age children, one of whom has diabetes and chronic fatigue syndrome.Mrs G had a British Gas HomeCare... (5 pages)View decision -
Decision Reference DRN-2393583
25 Jun 2021 British Gas Services Limited UpheldInsuranceDRN-2393583 The complaint A company, which I’ll refer to as V, complains that British Gas Services Limited cancelled their British Gas Multi-premise Homecare policy mid-term without warning. Ms P, who is a director of V, brings the complaint on V’s behalf. What happened V took out a Britis... (2 pages)View decision -
Decision Reference DRN-3734072
1 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3734072 The complaint Miss C complains about how British Gas Insurance Limited (British Gas) responded under her home emergency policy when her boiler broke down. References to British Gas in this decision include their agents who provide services under the policy. What happened In Feb... (3 pages)View decision -
Decision Reference DRN6469644
6 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K is unhappy about how repairs to his boiler were carried out by British Gas Insurance Limited (British Gas) under his HomeCare insurance policy. He also complains about the damage caused to his property by the engineer and how his complaint has been handled.back... (3 pages)View decision -
Decision Reference DRN1940977
28 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain about British Gas Insurance Limited’s handling of their home emergency insurance claim.background British Gas attended Mr and Mrs T’s property in February 2012 due to a fault with a radiator. During the visit the engineer recorded a “not to current standards” issue ... (3 pages)View decision -
Decision Reference DRN7951796
13 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs G complain that British Gas Insurance Limited’s delay in finding the cause of a leak, under their home care insurance, caused damage to their property.background On 15 May and 21 June, British Gas’ engineers investigated a leak in a shower room in the refurb... (4 pages)View decision -
Decision Reference DRN9524467
18 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr I says that British Gas Insurance Limited mis-sold kitchen appliance cover, plumbing and drains cover and home electrics cover policies to him, and has wrongfully deducted premiums for these policies from his account for a number of years. . backgroundIn 2014, Mr I a... (2 pages)View decision -
Decision Reference DRN4926014
16 Jun 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about the way British Gas Insurance Limited dealt with a claim on his home emergency policy.background Mr H took out a home emergency policy with British Gas, relating to a property that he lets out to tenants. In December 2014 he reported to British Gas... (2 pages)View decision -
Decision Reference DRN8287020
2 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr E complains about the length of time British Gas Insurance Limited took to attend a claim under his Home Care insurance policy.Mr E’s wife has also represented him in this complaint, for ease I have referred to Mr E throughout.backgroundMr E called British Gas to report a leak from the ... (2 pages)View decision -
Decision Reference DRN7683051
29 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about the service he received from British Gas Insurance Limited under his home emergency policy. backgroundMr K has a central heating policy with British Gas which includes an annual boiler service. Mr K previously complained to us that British Ga... (2 pages)View decision