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 DRN8073588
13 Mar 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W complain that British Gas Insurance Limited mishandled their home care insurance policy.backgroundMr and Mrs W have British Gas cover for their home. He also owns a flat elsewhere which – through a letting agency – he lets to tenants. He complained th... (2 pages)View decision -
Decision Reference DRN1132122
5 Apr 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.background Ms G reported an intermittent fault with her boiler. British Gas attended on a number of occasions, but the fault wasn’t resolved.Ms G then ... (2 pages)View decision -
Decision Reference DRN-2496217
18 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2496217 The complaint Mrs A is unhappy that British Gas Insurance Limited (British Gas) didn’t carry out an annual service on her boiler each year under her home emergency policy. What happened Mrs A took out a HomeCare policy with British Gas. This included an annual service for her b... (3 pages)View decision -
Decision Reference DRN7203120
17 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy with the service provided by British Gas Insurance Limited following a claim under his home emergency insurance.background Mr S originally had a Homecare 200 policy with British Gas. In 2014 Mr S contacted British Gas in order to upgrade his policy to a... (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 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-5216744
17 Jan 2025 British Gas Insurance Limited UpheldInsuranceDRN-5216744 The complaint Ms C has complained that British Gas Insurance Limited (British Gas) damaged her boiler when it carried out an annual service under a home emergency policy. What happened Ms C had a home emergency policy with British Gas for several years. This included an ann... (3 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 DRN4814241
3 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policy. backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include engineers and others insofar as I hold that company r... (3 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
