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-4377442
6 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4377442 The complaint Mr J has complained that British Gas Insurance Limited (British Gas) charged for a boiler service following the expiry of a home emergency policy. What happened Mr J had a home emergency policy with British Gas. He decided not to renew the policy. Mr J booked a bo... (2 pages)View decision -
Decision Reference DRN-2594692
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2594692 The complaint Ms P complains about the service she got from British Gas Insurance Limited after making a claim on her home emergency insurance policy. What happened Ms P’s home emergency insurance policy with British Gas gave her cover for her boiler, controls and central heati... (6 pages)View decision -
Decision Reference DRN8986036
19 Apr 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains that British Gas collected money from her bank account without her authority in relation to her “Boiler and Controls Cover” insurance policy. backgroundIn May 2012, Mrs J contacted British Gas to report a gas leak at her property. British Gas told Mrs J that, on payment of ... (2 pages)View decision -
Decision Reference DRN9222900
27 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited gave him poor service in connection with his home care insurance policy.backgroundMr D lives in an area of hard water. He had a limescale filter attached to his hot water tank. He reported that it was leaking. He com... (2 pages)View decision -
Decision Reference DRN0182404
26 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited damaged his property when fixing a leak and several months later still haven’t repaired the damage. backgroundMr H had a home emergency insurance policy with British Gas. In February 2018, Mr H had a leak so he called Br... (2 pages)View decision -
Decision Reference DRN-3317541
28 Apr 2022 British Gas Services Limited UpheldInsuranceDRN-3317541 The complaint Mrs G has complained about how British Gas Services Limited (British Gas) dealt with a claim under a boiler warranty. I’m aware Mrs G is represented in this case but, for ease, I will only refer to Mrs G. What happened Mrs G had a new boiler installed by British G... (3 pages)View decision -
Decision Reference DRN5026327
8 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F has complained that British Gas Insurance Limited broke her toilet while carrying out repairs under her HomeCare policy. My references to British Gas include its agents. backgroundIn 2016 Mrs F used her policy to call out British Gas due to a leak from her toilet... (2 pages)View decision -
Decision Reference DRN-3795783
9 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3795783 The complaint Mr B complains that British Gas Insurance Limited (“British Gas”) has treated him unfairly following a claim made under his HomeCare range insurance policy. Any reference to Mr B or British Gas includes respective agents or representatives. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5117087
3 Dec 2024 British Gas Services Limited UpheldInsuranceDRN-5117087 The complaint Mr and Mrs P complain that British Gas Services Limited (British Gas) incorrectly told them that three policies had been cancelled for non-payment, amongst other service issues. What happened Mr P has been dealing with this complaint, and has a representative. ... (4 pages)View decision -
Decision Reference DRN-3707547
19 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3707547 The complaint Mr L complained that British Gas Insurance Limited (“British Gas”) unfairly declined his claim under his home emergency / home care policy. Mr L had representation during the complaint, but for ease and simplicity, I’ll only refer to Mr L. What happened Mr L exper... (3 pages)View decision
