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-3785046
15 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3785046 The complaint Mrs S and Mr S complain about British Gas Insurance Limited’s (“British Gas”) failure to provide a boiler service under their home emergency insurance, missing an appointment and about parts of their boiler possibly being unavailable should they need to be replace... (2 pages)View decision -
Decision Reference DRN-4408914
24 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4408914 The complaint Mrs S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs S contacted British Gas to send an engineer to find a leak in her home. Several engineers visited to try and find the lea... (3 pages)View decision -
Decision Reference DRN7638019
12 Dec 2017 British Gas Services Limited UpheldInsurance (excluding PPI)ComplaintMr P complains that British Gas Services Limited (British Gas) wouldn’t allow him to buy insurance cover for his new boiler which the business had supplied and fitted.backgroundFor a number of years, Mr P had had HomeCare 300 insurance cover through British ... (2 pages)View decision -
Decision Reference DRN-2447712
19 Jan 2021 British Gas Services Limited UpheldInsuranceDRN-2447712 The complaint Mr and Mrs C are unhappy with the service provided under their “HomeCare Two – Boiler, controls and central heating cover” insured by British Gas Insurance Limited (“British Gas”). What happened British Gas has carried out annual services of Mr and Mrs C’s boiler... (6 pages)View decision -
Decision Reference DRN7382755
10 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited’s offer of compensation for poor service under his home care insurance policy isn’t enough.backgroundMr P’s boiler was serviced by British Gas on 14 December 2016. The engineer said the boiler was a safety risk and had... (3 pages)View decision -
Decision Reference DRN-2816054
24 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2816054 The complaint Mr M complains that British Gas Insurance Limited won’t pay the full replacement cost of his cooker after long delays in obtaining replacement parts through his homecare policy. What happened Mr M had a cooker in rented accommodation insured with British Gas throu... (3 pages)View decision -
Decision Reference DRN-1964564
13 Jul 2020 British Gas Insurance Limited Not upheldInsuranceThe complaint Mr P complains (through his son) 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 other companies and... (3 pages)View decision -
Decision Reference DRN7222169
7 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms T complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include other companies and individuals insofar as I hold Britis... (3 pages)View decision -
Decision Reference DRN9337894
21 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the level of service she received from British Gas Insurance Limited over several years in relation to her HomeCare cover. backgroundMs G’s boiler was installed by a third party in 2000. Since 2006 Ms G has had various repairs carried out by Briti... (2 pages)View decision -
Decision Reference DRN-2231150
6 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-2231150 The complaint Mrs A in unhappy about the service provided by British Gas Insurance Limited as part of her home emergency policy. What happened Mrs A took out a HomeCare policy with British Gas. She called out British Gas to deal with an issue with her central heating. However, ... (3 pages)View decision
