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 DRN6794862
29 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr S had a British Gas policy that covered central heating and plumbing and drainage repairs. That was subject to an excess or fixed fee. Where I... (3 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-5133784
8 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5133784 The complaint Ms K’s complaint is about the handling of her boiler and central heating insurance policy with British Gas Insurance Limited. What happened In 2023 Ms K contacted British Gas regarding issues she had with her boiler (there were frequent leaks dripping from the... (6 pages)View decision -
Decision Reference DRN-3139964
7 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3139964 The complaint Ms S complaints that British Gas Insurance Limited (“British Gas”)– the insurer of her home emergency insurance – hadn’t carried out an annual service on her boiler for 28 months. What happened Ms S has “HomeCare Two – Boiler, controls and central heating cover in... (6 pages)View decision -
Decision Reference DRN0533762
1 Jul 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs D complains about British Gas Insurance Limited’s handling of her home emergency insurance claim. She says she paid for work to be carried out privately as a result of British Gas’ mis-advice. backgroundIn October 2010, a British Gas engineer attended at Mrs D’s property in respon... (3 pages)View decision -
Decision Reference DRN1089920
9 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains that British Gas Insurance Limited failed to carry out an annual service in line with the terms and conditions of her HomeCare insurance policy. backgroundMrs A’s policy runs from 16 May to 15 May each year. An appointment was arranged for 5 April 2013 for an annual ... (3 pages)View decision -
Decision Reference DRN0896287
19 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)On behalf of Mrs O, her daughter Mrs S complains that British Gas Insurance Limited mishandled Mrs O’s home emergency insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company by that name and I include any others for whose actions I... (4 pages)View decision -
Decision Reference DRN3414036
9 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr I complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr I took out a British Gas HomeCare policy in 2014. In 2018 he complained that – instead of fixing his boiler - British Gas cancelled his policy... (4 pages)View decision -
Decision Reference DRN-4490428
1 Dec 2023 British Gas Insurance Limited UpheldInsuranceDRN-4490428 The complaint Mrs W has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs W contacted British Gas when she had an issue with her central heating. An engineer visited and found the pump was the wr... (5 pages)View decision -
Decision Reference DRN-4569925
19 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4569925 The complaint Mr R complains that British Gas Insurance Limited (British Gas) misdiagnosed his boiler as non-repairable, and this resulted in him purchasing a new boiler. He also complains that his policy was cancelled by British Gas, and they didn’t handle his complaint approp... (5 pages)View decision