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 DRN5383753
21 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the level of service he received from British Gas Insurance Limited after he made a claim under his home emergency policy.backgroundMr D and his wife have a home emergency policy with British Gas. On 16 May Mr D reported a problem with his... (3 pages)View decision -
Decision Reference DRN-2911037
6 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2911037 The complaint Mr H complains British Gas Insurance Limited has unfairly refused to replace a boiler it broke when attempting to carry out a repair. What happened In early 2021, Mr H made a claim under his homecare policy as there was an issue with his boiler. The engineer who a... (2 pages)View decision -
Decision Reference DRN-3413793
22 Apr 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3413793 The complaint Mr W has complained that British Gas Insurance Limited (‘British Gas’) charged a £60 excess fee when he made a claim under his home care insurance policy. What happened Mr W took out a policy online with British Gas in December 2020. During the policy period, he r... (3 pages)View decision -
Decision Reference DRN-4176903
27 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4176903 The complaint Mr S complains about his home emergency policy with British Gas Insurance Limited (British Gas). The complaint is about how British Gas responded to a problem with his boiler. References to British Gas in this decision include their agents who provide services und... (4 pages)View decision -
Decision Reference DRN-3963554
13 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3963554 The complaint Ms F complains about the service she received from British Gas Insurance Limited in relation to her home emergency policy. What happened In late 2021, Ms F contacted British Gas about an intermittent problem with her boiler. She says she could not always get hot w... (7 pages)View decision -
Decision Reference DRN8140994
2 Aug 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms N complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.background Ms N complained that a British Gas engineer damaged her boiler. The investigator recommended that the complaint should be upheld in part. He thought t... (2 pages)View decision -
Decision Reference DRN2022591
9 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited didn’t deal with his home emergency claim fairly or reasonably. Mr P wants more compensation to cover the costs of the damage for which he holds British Gas responsible.backgroundMr P had a home emergency policy with British Gas, which was ... (3 pages)View decision -
Decision Reference DRN-3220870
22 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3220870 The complaint Mr A has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened Mr A contacted British Gas when the boiler stopped working at a property he rented to tenants. The tenants had no heating or ... (2 pages)View decision -
Decision Reference DRN6921963
7 Nov 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited should refund payments for a home care agreement.backgroundMr S has a property which he lets to a tenant and her family. In 2017 Mr S complained that British Gas hadn’t done a gas safety certificate or an annual inspec... (2 pages)View decision -
Decision Reference DRN-3559752
7 Jul 2022 British Gas Services Limited UpheldInsuranceDRN-3559752 The complaint Miss H complains about how British Gas Services Limited handled her request for an annual service and subsequent problems with her boiler. What happened Miss H had a home care policy with British Gas. This included an annual service of her boiler. In October 2021 ... (2 pages)View decision