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 DRN0548027
25 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains that British Gas Insurance Limited gave her incorrect information about her boiler warranty. backgroundMiss C says when a British Gas salesman gave her a quote for a new boiler he told her it was a good time to change the boiler as the warranty had ... (2 pages)View decision -
Decision Reference DRN6833321
16 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited causing damage to his carpet during a repair visit. Mr A is unhappy with the offer British Gas has made in respect of the cost of the replacement carpet.backgroundMr A holds a HomeCare policy, underwritten by British Gas Insurance Limi... (2 pages)View decision -
Decision Reference DRN4079032
16 May 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr H has had British Gas insurance cover for some years. The cover includes an annual service visit. But after a service visit in late August 2015, Mr H... (3 pages)View decision -
Decision Reference DRN0682692
3 Aug 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs L complain that when they called on British Gas Insurance Limited (“British Gas”) under their home emergency policy, it delayed in repairing a leak at their home, and won’t accept responsibility for all the water damage that was caused.backgroundMr and M... (2 pages)View decision -
Decision Reference DRN7860194
26 Jan 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr W complains that British Gas Services Limited failed to arrange an annual service during the period of his policy and the compensation it has offered for this isn’t reasonable.backgroundMr W has a home emergency policy with British Gas. As part of the policy, Britis... (2 pages)View decision -
Decision Reference DRN-3190846
6 Dec 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3190846 The complaint Mr E has complained about the service provided by British Gas Insurance Limited (British Gas) under his home emergency policy. What happened Mr E arranged for his boiler to be serviced by British Gas under his HomeCare policy. However, on the day of the appointmen... (2 pages)View decision -
Decision Reference DRN-3904498
17 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3904498 The complaint Mr U complained about the poor workmanship he received from British Gas Insurance Limited (“British Gas”) when it responded to a home emergency claim under his policy. What happened Mr U made a claim on his policy when he thought there was a leak in his property. ... (2 pages)View decision -
Decision Reference DRN-2880605
6 Jul 2021 British Gas Services Limited Not upheldInsuranceDRN-2880605 The complaint Mr M complains that British Gas Services Limited (British Gas) failed to properly record what it had done during three annual services under his home emergency insurance policy. What happened Mr M holds a Home Care policy with British Gas that includes an annual s... (3 pages)View decision -
Decision Reference DRN-2373787
20 Jan 2021 British Gas Services Limited UpheldInsuranceDRN-2373787 The complaint Mrs and Mr L complain that British Gas Services Limited refused to repair damage to their home caused by a leak from their boiler. What happened British Gas installed a new boiler in Mrs and Mr L’s home in August 2019. There was a leak on the same day which floode... (3 pages)View decision -
Decision Reference DRN0544973
28 Apr 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs D complains that British Gas Insurance Limited caused damage to her gas fire during an annual service.backgroundIn late August 2012, British Gas attended Mrs D’s property to carry out an annual service. While trying to remove a glass panel at the front of the ... (2 pages)View decision
