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 DRN5271507
12 Feb 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B complains about British Gas Insurance Limited’s handling of her insurance claim relating to a fault with her boiler. backgroundI issued my provisional decision on this matter in January 2014, an extract from which is copied below and forms part of this, my final decision. “Mrs B ho... (5 pages)View decision -
Decision Reference DRN-3336756
25 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3336756 The complaint Mr A has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. Mr A is represented in this case by Mrs A, who I will normally refer to throughout my decision. What happened Mrs A contacted British Gas t... (3 pages)View decision -
Decision Reference DRN-2964097
6 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2964097 The complaint Mr C complains British Gas Insurance Limited didn’t properly investigate and repair an intermittent hot water problem under his home emergency insurance policy, and that it gave him poor customer service in its handling of his complaint about that. What happened M... (5 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 DRN-4297667
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4297667 The complaint Mr R complains British Gas Insurance Limited incorrectly diagnosed a problem with his boiler under his HomeCare insurance policy. What happened The background to the complaint is known to both Mr R and British Gas so I won’t repeat it here. In this decision I’ll f... (2 pages)View decision -
Decision Reference DRN-3328998
14 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3328998 The complaint Miss R complains about British Gas Services Limited’s (British Gas) handling of claims she made under her HomeCare policy. What happened In June 2020, Miss R found a leak coming through though the kitchen ceiling. British Gas arranged for a plumber to attend and s... (3 pages)View decision -
Decision Reference DRN-3937447
8 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3937447 The complaint Ms P complains about the level of service received from British Gas Insurance Limited following a claim against her homecare insurance policy. Mr V has brought the complaint to our Service on Ms P’s behalf. For ease of reading I’ll refer to both Ms P and Mr V as “... (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 DRN4705502
20 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Through her daughter, Mrs S complains that British Gas Insurance Limited is responsible for poor service under a home emergency policy.backgroundMrs S is over eighty years old. At her home she cares for an adult son who has a dialysis machine.Where I refer to British ... (5 pages)View decision -
Decision Reference DRN-4782302
14 May 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4782302 The complaint Mrs B’s complaint is about the service provided by British Gas Insurance Limited in relation to a boiler insurance policy. What happened Mrs B had a boiler insurance policy with British Gas, which included an annual service of her boiler. British Gas serviced the ... (10 pages)View decision