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 DRN5870080
12 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Services Limited gave her poor service under her central heating insurance.background Mrs S had – for many years – British Gas central heating insurance. In autumn 2016 she got a new boiler. It came with a warranty. Mrs D complained ... (2 pages)View decision -
Decision Reference DRN1953923
3 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B are unhappy with the service given by British Gas Insurance Limited (British Gas) when they made a claim under their HomeCare policy. They’re also unhappy with the time taken to reply to their complaint and that they haven’t had a full reply to this.... (3 pages)View decision -
Decision Reference DRN1275401
27 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss J complains that British Gas Insurance Limited provided poor service, caused damage to her home, and left her without water when she sought assistance for a water leak under her insurance policy. She is unhappy with the amount of compensation she was offered.backg... (3 pages)View decision -
Decision Reference DRN3720704
22 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about British Gas Insurance Limited’s handling of a claim under his Homecare insurance policy.background Mr T contacted British Gas on 16 March 2012 as there was a leak in his cellar. An engineer attended the same day and carried out a flow and dye test. The engineer be... (2 pages)View decision -
Decision Reference DRN-1902345
15 Jun 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Ms H complains about British Gas Insurance Limited and their failure to repair her faulty grill. What happened In November 2019, Ms H’s grill failed so she made a claim on her British Gas HomeCare insurance policy. British Gas attended Ms H’s home on 2, 3 and 4 December and m... (3 pages)View decision -
Decision Reference DRN-3394949
6 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3394949 The complaint Mr C complains about British Gas Insurance Limited’s (British Gas) handling of a claim made under his home emergency policy. What happened Mr C holds a home emergency policy with British Gas. Under this policy he made a claim in for a leak coming from the cold-wat... (2 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 DRN1176936
3 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J says British Gas Insurance Limited mishandled his home emergency policy by failing to arrange and carry out an annual service of his boiler. background Mr J had an annual home emergency policy with British Gas. Under the terms of the policy Mr J was entitled to ... (2 pages)View decision -
Decision Reference DRN7835855
12 Sep 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited (British Gas) caused damage to her home when it attended her property. backgroundIn January 2018 Mrs P contacted British Gas because the bathroom toilet wasn’t flushing. A plumber appointed by British Gas attended Mrs P’s home, and said th... (3 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
