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 2181 results
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Decision Reference DRN-4981217
23 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4981217 The complaint Ms R has complained that British Gas Insurance Limited (British Gas) provided poor service under her home emergency policy, which led to her boiler needing to be replaced. What happened Ms R had a home emergency policy with British Gas for several years. Durin... (5 pages)View decision -
Decision Reference DRN6942169
25 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundMr S owned a flat that he let to tenant. Mr S had a policy that covered electrical repairs.Where I refer to British Gas I refer to the insurance comp... (4 pages)View decision -
Decision Reference DRN1030698
4 Jun 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs T is unhappy with British Gas Insurance Limited’s handling of her claim for a leaking radiator. background to complaintMrs T holds a Homecare cover insurance policy, underwritten by British Gas. In February 2011, Mrs T registered a claim with British Gas becaus... (3 pages)View decision -
Decision Reference DRN6391625
24 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains about the service provided by British Gas Services Limited when it conducted an annual service of a gas fire under a home care policy.backgroundMr S had a Homecare policy with British Gas. This policy covered the annual service of a gas fire. When the en... (2 pages)View decision -
Decision Reference DRN-1627562
29 Jun 2020 British Gas Insurance Limited Not upheldInsuranceThe complaint Mr B complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened Where I refer to British Gas I refer to the insurance company of that name and I include its associated plumbing and drainage ... (2 pages)View decision -
Decision Reference DRN8633695
28 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)ComplaintMr and Mrs C are unhappy with the conflicting information they received from British Gas Insurance Limited (British Gas) regarding a replacement part on their boiler.BackgroundMr and Mrs C have a Homecare plan with British Gas. The policy provides cover for the boiler, controls an... (3 pages)View decision -
Decision Reference DRN2834523
26 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D is unhappy British Gas Insurance Limited (British Gas) hasn’t compensated him for the new boiler he needed to purchase and have fitted. He feels British Gas should compensate him for this under his HomeCare insurance policy.backgroundMr D has a home emergency insu... (5 pages)View decision -
Decision Reference DRN-4298799
6 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4298799 The complaint Mr U complains about the way British Gas Insurance Limited handled a claim under his HomeCare insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Mr U made a claim on his HomeCare policy i... (2 pages)View decision -
Decision Reference DRN-3440727
21 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3440727 The complaint Mrs K complains about British Gas Insurance Limited (British Gas) under her home emergency policy. Her complaint is that work carried out by a British Gas engineer led to more problems and she wants British Gas to complete remedial work. References to British Gas ... (6 pages)View decision -
Decision Reference DRN4905260
18 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F’s complained that British Gas Insurance Limited unfairly refused to pay a claim on hisboiler and central heating insurance policy.backgroundMr F took out a policy with British Gas towards the end of 2017 for a property that he rentsout. In early 2018 British Gas arranged a ‘first serv... (5 pages)View decision
