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 DRN-4011860
24 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4011860 The complaint Mr W and Mrs W complain that British Gas Insurance Limited (British Gas) provided poor service as they cancelled several service appointments at a time when they had issues with their boiler, and then charged her two excess payments for the repair that was underta... (3 pages)View decision -
Decision Reference DRN6391625
24 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains about the service provided by British Gas Services Limited when it conducted an annual service of a gas fire under a home care policy.backgroundMr S had a Homecare policy with British Gas. This policy covered the annual service of a gas fire. When the en... (2 pages)View decision -
Decision Reference DRN4609108
5 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave him poor service under a landlord’s insurance policy.background Mr S owns properties which he lets to tenants. He has British Gas insurance which covers electrical issues. He called for help with some sockets in on... (2 pages)View decision -
Decision Reference DRN2834523
26 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D is unhappy British Gas Insurance Limited (British Gas) hasn’t compensated him for the new boiler he needed to purchase and have fitted. He feels British Gas should compensate him for this under his HomeCare insurance policy.backgroundMr D has a home emergency insu... (5 pages)View decision -
Decision Reference DRN-2069844
13 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2069844The complaintMr G complains that British Gas Insurance Limited mishandled his claim on 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 individuals insofar as I hold that... (3 pages)View decision -
Decision Reference DRN-1627562
29 Jun 2020 British Gas Insurance Limited Not upheldInsuranceThe complaint Mr B complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened Where I refer to British Gas I refer to the insurance company of that name and I include its associated plumbing and drainage ... (2 pages)View decision -
Decision Reference DRN1233868
4 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss P complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include its engineers and others for whose actions I hold it resp... (3 pages)View decision -
Decision Reference DRN-3440727
21 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3440727 The complaint Mrs K complains about British Gas Insurance Limited (British Gas) under her home emergency policy. Her complaint is that work carried out by a British Gas engineer led to more problems and she wants British Gas to complete remedial work. References to British Gas ... (6 pages)View decision -
Decision Reference DRN9820800
26 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about a central heating insurance policy provided by British Gas Insurance Limited. backgroundMr M held plumbing and drains, home electrical and kitchen appliance insurance cover with British Gas. On 26 January 2018, he contacted British Gas to discus... (2 pages)View decision -
Decision Reference DRN-4322254
4 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4322254 The complaint Mr S complains about British Gas Insurance Limited’s (“British Gas”) handling of his claim under his home emergency insurance policy. He also complains about the customer service received. What happened The background to this complaint is well known to the parties... (4 pages)View decision