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-3726866
26 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3726866 The complaint X is unhappy with the way British Gas Insurance Limited (British Gas) has dealt with his home care policy. What happened X had a home care policy with British Gas which included boiler care. e complained to British Gas about an incorrect email on his account and t... (4 pages)View decision -
Decision Reference DRN-2673635
31 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2673635 The complaint Mr N complains that British Gas Services Limited (British Gas) asked him to pay an invoice in relation to his home emergency policy that wasn’t owed. What happened In November 2018, an engineer attended Mr N’s home to carry out a service check on his boiler under ... (2 pages)View decision -
Decision Reference DRN7411975
22 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E’s representative has complained about British Gas Insurance Limited. He isn’t happy that it turned down a claim under his Home Care policy in relation to his gas boiler.backgroundAt the end of April I set out the background to this complaint and my provision... (3 pages)View decision -
Decision Reference DRN8971243
7 Sep 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr J complains that British Gas Insurance Limited overcharged him for a home care insurance policy.backgroundMr J had a British Gas policy which covered his central heating, plumbing and drains. But in March 2016 he got a new central heating boiler with 12-months fre... (3 pages)View decision -
Decision Reference DRN-1298661
16 Mar 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1298661 The complaintMrs A complains that the settlement she’s been paid by British Gas Insurance Limited (British Gas) for a replacement oven isn’t fair. What happenedMrs A’s oven was about 20 years old. It broke down and so she claimed on her kitchen appliance cover with British Gas.... (4 pages)View decision -
Decision Reference DRN5869627
15 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs K complain that British Gas Insurance Limited gave them poor service under a home care insurance policy.backgroundMr and Mrs K had - in an airing cupboard – a combined boiler and hot water cylinder unit. Mr K noticed a leak from a joint on an outlet pipe.... (2 pages)View decision -
Decision Reference DRN7450192
27 May 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Services Limited gave him poor service under a home care policy.backgroundIn early 2011 – when he had no hot water – Mr B called British Gas. Its engineer did some work including fitting a new programmer unit. Three years later, Mr ... (2 pages)View decision -
Decision Reference DRN-2277453
26 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2277453 The complaint Mr F complains about the service provided by British Gas Insurance Limited under a home emergency insurance policy. What happened Mr F bought a HomeCare policy with British Gas in December 2016 and he renewed it in December 2017 and December 2018. The policy provi... (2 pages)View decision -
Decision Reference DRN-4637899
27 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4637899 The complaint Mrs B has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs B contacted British Gas when her boiler started to lose pressure. British Gas sent an engineer, who said the boiler neede... (5 pages)View decision -
Decision Reference DRN-1963952
11 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1963952The complaintMr J complains that British Gas Services Limited failed to service his boiler within the timescales agreed in his insurance contract. What happenedMr J had a Homecare agreement with British Gas which he renewed annually. As part of this policy British Gas agreed to ... (2 pages)View decision
