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-3462925
16 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3462925 The complaint Mr U complained about the workmanship carried out by British Gas Insurance Limited (“British Gas”) under his Home Emergency policy. What happened Mr U made a claim on his policy when a leak caused cracks in his bedroom ceiling. The leak was fixed, but it took arou... (3 pages)View decision -
Decision Reference DRN-4509694
10 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4509694 The complaint Mr W complains British Gas Insurance Limited mis-sold a HomeCare policy. To resolve his complaint, he thinks it should either refund the premiums paid or replace his boiler. What happened The details of this complaint are known to all parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN9440989
13 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains that he was mis-sold an insurance policy by British Gas Services Limited. backgroundI issued my provisional decision on this matter in October 2015, an extract from which is copied below: “Mr R held a central heating insurance policy with British Gas... (4 pages)View decision -
Decision Reference DRN-4153381
10 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4153381 The complaint Mr M has complained about the service British Gas Insurance Limited (British Gas) provided to him in relation to his home emergency (central heating cover) insurance policy. What happened British Gas arranged an annual boiler service for 1 June 2022 with Mr M whic... (3 pages)View decision -
Decision Reference DRN-4265026
25 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4265026 The complaint Mr G is unhappy with the service he’s received from British Gas Insurance Limited (British Gas) following two separate claims he made. Where I’ve referred to British Gas, this also includes any actions carried out by the agent handling the claim on British Gas’ be... (2 pages)View decision -
Decision Reference DRN1669383
4 Oct 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr D complained to British Gas that it hadn’t maintained his boiler properly. And this had resulted in his boiler leaking, causing corrosion ... (2 pages)View decision -
Decision Reference DRN9193605
9 Dec 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr N complains that British Gas Insurance Limited mishandled his home care insurance.backgroundMr N had British Gas insurance cover for his central heating and his electrical wiring. He complained that – when he called for help with an electrical fault – British Gas sa... (2 pages)View decision -
Decision Reference DRN6913212
8 Aug 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J complain that British Gas Insurance Limited’s engineer caused damage to their property while carrying out an annual boiler service under their HomeCare insurance policy. backgroundIn 2011, a British Gas engineer attended at Mr and Mrs J’s property. During the attendance... (2 pages)View decision -
Decision Reference DRN5563811
3 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C say British Gas Insurance Limited failed to correctly repair their central heating system resulting in some damage to it.backgroundI recently sent a provisional decision to Mr and Mrs C and British Gas. I said that I didn’t think British Gas had offered en... (2 pages)View decision -
Decision Reference DRN-1713586
7 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-1713586 The complaintMrs H is unhappy that British Gas Insurance Limited said it couldn’t fit a new central heating timer when it carried out boiler services as part of her home emergency policy and then, at a later visit, was able to do so. What happenedMrs H had her boiler serviced ... (2 pages)View decision
