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 DRN1237016
29 Aug 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs B1, who is attorney for Mr B2, complains that British Gas Services Limited acted unfairly and unreasonably by recording the tenant of the property covered by a home emergency policy as the policyholder. She wants all premiums paid since 2011 refunded as she felt British Gas’ actions st... (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-2093492
15 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2093492The complaintMr H is unhappy with the compensation he was offered by British Gas Insurance Limited when he complained about the service provided as part of his home emergency policy. What happenedMr H had a boiler service carried out by British Gas under his HomeCare policy. Dur... (2 pages)View decision -
Decision Reference DRN-3479715
8 Jun 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3479715 The complaint Mrs H complained poor workmanship by British Gas Insurance Limited (“British Gas”) caused a leak at her property when it attended to a home emergency under her “HomeCare” insurance policy. Mrs H had representation during the claim, but for ease and simplicity I wi... (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-3716533
29 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3716533 The complaint Mr C complains British Gas Insurance Limited (British Gas) gave a poor service and failed to make a reasonable offer for repairs after damage was caused by its engineers who attended to repair a leak on his toilet. There are several parties and representatives of ... (2 pages)View decision -
Decision Reference DRN7302125
16 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)The complaint is about a gas leak, which Mrs D and Mrs H say British Gas Insurance Limited should have detected. background Mrs D and Mrs H hold an insurance policy for their boiler underwritten by British Gas. They moved into their property in 2001 and, in a letter to the property dev... (2 pages)View decision -
Decision Reference DRN-2725904
8 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2725904 The complaint Mr S complains that British Gas Insurance Limited unfairly turned down a claim he made on his Homecare home emergency insurance policy. What happened Mr S had a Homecare home emergency policy provided by British Gas from about 2010. His policy covered all repairs ... (5 pages)View decision -
Decision Reference DRN7657872
11 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited gave poor service under a home care insurance policy.backgroundMr B’s father had British Gas insurance cover for the gas appliances at his house. After he sadly died, Mr B took over the policy. He complained that Brit... (2 pages)View decision -
Decision Reference DRN-2150634
9 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2150634The complaintMr K complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include other companies and individ... (4 pages)View decision
