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-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 -
Decision Reference DRN2139987
31 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited is responsible for poor service in connection with a 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 for whose actions I hold that compa... (2 pages)View decision -
Decision Reference DRN-3838188
13 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3838188 The complaint Mrs P has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy. What happened Mrs P contacted British Gas to send an engineer. Mrs P complained to British Gas because it sent multiple engineers who did... (2 pages)View decision -
Decision Reference DRN8385112
28 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M is unhappy about the service she received from British Gas Insurance Limited when she had a water leak at her home.backgroundMiss M had home emergency cover with British Gas. On 15 November 2017 she called it because there was water leaking from her loft. Britis... (3 pages)View decision -
Decision Reference DRN-1178216
23 Mar 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1178216 The complaintMr and Mrs W complain that British Gas Insurance Limited (British Gas) has been wrongly charging them premiums for a home emergency policy. They say, as parts for their boiler have been obsolete for several years, British Gas shouldn’t have been collecting monthly ... (3 pages)View decision -
Decision Reference DRN-3580875
6 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3580875 The complaint Mr R complains about the service provided by British Gas Insurance Limited under his home emergency insurance policy. What happened I issued a provisional decision on this matter last month, part of which is copied below: “Mr R had a HomeCare policy with British G... (4 pages)View decision -
Decision Reference DRN-2160593
8 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2160593The complaintMrs W complains about the delay in resolving issues with her heating system after she made a claim under her Homecare insurance policy with British Gas Insurance Limited. All references to British Gas include its agents.What happenedIn October 2019, Mrs W contacted ... (4 pages)View decision -
Decision Reference DRN-4355039
16 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4355039 The complaint Mr S complains about the way British Gas Insurance Limited handled a claim under his home emergency insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised what’s happened. In January 2022, Mr S conta... (3 pages)View decision -
Decision Reference DRN7785503
2 Aug 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.background Where I refer to British Gas I refer to the insurance company of that name and I include engineers and others for whose actions I hold it responsible.Mr R ow... (3 pages)View decision -
Decision Reference DRN3315910
13 Jan 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs T are unhappy with the way British Gas Insurance Limited handled their home emergency insurance claim. They say British Gas led them to purchase a new boiler unnecessarily.backgroundIn March 2012 an engineer from British Gas completed the annual service of Mr and Mrs T’s boile... (3 pages)View decision
