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 2255 results
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Decision Reference DRN-3437202
3 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3437202 The complaint Mr H is unhappy with the service he has received from British Gas Insurance Limited (British Gas) under his home emergency policy. What happened Mr H took out a home emergency policy with British Gas in November 2020, which included an annual boiler service. Mr H ... (3 pages)View decision -
Decision Reference DRN2582937
5 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms L has complained about the way British Gas Insurance Limited dealt with a claim she made on her home emergency policy. backgroundMs L made a claim on her policy because her freezer wasn’t working properly. A British Gas engineer attended and initially didn’t find ... (2 pages)View decision -
Decision Reference DRN-3328998
14 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3328998 The complaint Miss R complains about British Gas Services Limited’s (British Gas) handling of claims she made under her HomeCare policy. What happened In June 2020, Miss R found a leak coming through though the kitchen ceiling. British Gas arranged for a plumber to attend and s... (3 pages)View decision -
Decision Reference DRN-3937447
8 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3937447 The complaint Ms P complains about the level of service received from British Gas Insurance Limited following a claim against her homecare insurance policy. Mr V has brought the complaint to our Service on Ms P’s behalf. For ease of reading I’ll refer to both Ms P and Mr V as “... (2 pages)View decision -
Decision Reference DRN7040682
20 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMrs B’s home has an annexe downstairs for her parents. Her father has health issues and can’t get upstairs. He can only use the downstairs bathr... (4 pages)View decision -
Decision Reference DRN-3516915
4 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3516915 The complaint Mrs S has complained about works carried out by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas visited Mrs S’s home to deal with an issue with the boiler. It fitted a new heat exchanger. Shortly after, Mrs S he... (2 pages)View decision -
Decision Reference DRN-4493257
15 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4493257 The complaint Mr B has complained about the cover British Gas Insurance Limited (British Gas) offered under a home emergency policy after boiler parts became obsolete. Mr B is represented by Mrs D, who I will also refer to in my decision. What happened Mr B had a HomeCare polic... (3 pages)View decision -
Decision Reference DRN1062140
26 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains about the way British Gas Insurance Limited dealt with a claim on his home emergency policy.backgroundMr R made a claim on his home emergency policy after his boiler developed a fault. He wasn’t happy with the service he received as British Gas cancel... (2 pages)View decision -
Decision Reference DRN-4415717
24 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4415717 The complaint Mrs B complains that British Gas Insurance Limited (British Gas) hasn’t fully reimbursed the costs she incurred from a third party for restoring her heating and hot water. What happened Mrs B had her boiler replaced by British Gas. Mrs B was provided with a five-y... (4 pages)View decision -
Decision Reference DRN-3316425
15 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3316425 The complaint Mr A complains about British Gas for issues arising during his annual services. He wants British Gas to compensate him for the loss in value of his property, to refund all fees for gas safety inspections and to compensate him for tension which arose between him an... (3 pages)View decision