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 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 -
Decision Reference DRN-3370333
14 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3370333 The complaint Mr H has complained that British Gas Insurance Limited cancelled appointments he’d made to have his boiler repaired after he’d made arrangements to make sure he could be available. What happened Mr H had a Homecare policy with British Gas, which provided him with ... (2 pages)View decision -
Decision Reference DRN-1379971
31 Jan 2020 British Gas Insurance Limited UpheldInsuranceDRN-1379971The complaintMs H has complained that British Gas Insurance Limited caused damage to her property when she made a claim under a home emergency insurance policy. What happenedMs H had a Homecare policy with British Gas which covered her for emergencies in the home. On 31 May 2019... (2 pages)View decision -
Decision Reference DRN-4352133
5 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4352133 The complaint Mr K has complained about the service he received from British Gas Insurance Limited (‘British Gas’) in relation to an appointment he scheduled for his boiler to be serviced. What happened Mr K took out a HomeCare policy with British Gas in January 2023. He booked... (3 pages)View decision -
Decision Reference DRN7727418
20 Aug 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs L’s complaint is about the handling of a claim under a home emergency insurance policy with British Gas Insurance Limited. They say that British Gas’s contractors caused damage to their property. backgroundIn September 2017, Mr and Mrs L reported to British G... (3 pages)View decision -
Decision Reference DRN8335397
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint against British Gas Insurance Limited is about the service he received after his boiler broke down. Mr A is represented by his son.backgroundMr A had a HomeCare policy with British Gas, which provided cover for his boiler and central heating system. Mr... (4 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 DRN5462710
30 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains British Gas Insurance Limited provided poor service in relation to her HomeCare cover. background Mrs M was unhappy with the quality of a boiler she had installed in 2002 and the issues she later had with it. She claimed on her cover several times ove... (2 pages)View decision -
Decision Reference DRN-3327239
21 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3327239 The complaint Mr W complains about British Gas Insurance Limited (British Gas) under his home emergency policy. His complaint is that British Gas failed to diagnose the cause of a water leak at his property, causing damage. Also, that they caused additional damage when trying t... (3 pages)View decision -
Decision Reference DRN-2929795
16 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2929795 The complaint Mr S – on behalf of his mother, Mrs G – complains that British Gas Insurance Limited acted unfairly by automatically renewing Mrs G’s home emergency policy without her agreement, increasing the premium at each renewal. What happened Mrs G had a HomeCare home emerg... (6 pages)View decision