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 DRN6695364
23 Jan 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R has complained about British Gas Insurance Limited. She’s unhappy with the service provided under her HomeCare insurance policy.My references to “British Gas” include its engineers. backgroundMrs R had a HomeCare policy with British Gas. In October 2013 Mrs R conta... (4 pages)View decision -
Decision Reference DRN6913212
8 Aug 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J complain that British Gas Insurance Limited’s engineer caused damage to their property while carrying out an annual boiler service under their HomeCare insurance policy. backgroundIn 2011, a British Gas engineer attended at Mr and Mrs J’s property. During the attendance... (2 pages)View decision -
Decision Reference DRN-1713586
7 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-1713586 The complaintMrs H is unhappy that British Gas Insurance Limited said it couldn’t fit a new central heating timer when it carried out boiler services as part of her home emergency policy and then, at a later visit, was able to do so. What happenedMrs H had her boiler serviced ... (2 pages)View decision -
Decision Reference DRN5563811
3 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C say British Gas Insurance Limited failed to correctly repair their central heating system resulting in some damage to it.backgroundI recently sent a provisional decision to Mr and Mrs C and British Gas. I said that I didn’t think British Gas had offered en... (2 pages)View decision -
Decision Reference DRN-3735176
15 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3735176 The complaint Ms P has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy. I’m aware that Ms P is represented in this case but, for ease, I will only refer to Ms P. What happened Ms P contacted British Gas because... (3 pages)View decision -
Decision Reference DRN-1942954
5 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1942954The complaintMiss F is unhappy that British Gas Services Limited failed to remove a radiator from her property when it carried out some work under her home emergency policy. What happenedMiss F contacted British Gas to replace a radiator in her home as part of her HomeCare insur... (2 pages)View decision -
Decision Reference DRN2079953
25 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complained that British Gas Insurance Limited refused to repair his boiler when he made a claim. The background to this complaint and my provisional findings were set out in my provisional decision of August 2015 as follows:“backgroundMr C had a HomeCare Care agree... (2 pages)View decision -
Decision Reference DRN-3992332
16 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3992332 The complaint Mr T complains British Gas Insurance Limited (“British Gas”) missed service appointments and his boiler hasn’t been serviced for over two years. Mr T wants a refund of his premiums. What happened Mr T has a HomeCare policy with British Gas which provide... (4 pages)View decision -
Decision Reference DRN-4096997
5 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4096997 The complaint Mr G complains that British Gas Insurance Limited has treated him unfairly when handling a claim made on his home care policy. What happened Mr G made a claim under his home emergency/care policy for British Gas to repair a water leak that he’d been informed of by... (3 pages)View decision -
Decision Reference DRN3052674
2 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S are unhappy with the service they’ve received from British Gas Insurance Limited in relation to their home emergency policy. background Mr and Mrs S had an annual service on their boiler. Shortly after, they had issues with their boiler and contacted B... (2 pages)View decision