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
-
Decision Reference DRN4697416
31 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs J complains that British Gas Services Limited mis-sold a home emergency policy to her. backgroundMrs J had home emergency cover for two boilers in her home. She was unhappy with the service provided when she claimed on her policy and one of the boilers was de... (2 pages)View decision -
Decision Reference DRN4535666
21 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited didn’t carry out an annual boiler service in November 2014. Mr S says British Gas is in breach of its agreement with him under a Home Care insurance policy.backgroundMr S’s policy year with British Gas runs from 5 A... (2 pages)View decision -
Decision Reference DRN-4633492
20 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4633492 The complaint Mr P is unhappy with the service he received from British Gas Insurance Limited (British Gas) after making a claim under his boiler breakdown insurance policy. What happened Mr P owns a property which he lets out to tenants. He has an insurance policy provided by ... (4 pages)View decision -
Decision Reference DRN-2656817
25 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2656817 The complaint Mr B complains about how British Gas Services Limited (“British Gas”) handled a claim he made under his HomeCare policy. What happened Mr B discovered a fault with his fridge freezer in September 2019, after the appliance made a loud popping sound. Mr B phoned Bri... (2 pages)View decision -
Decision Reference DRN-4294350
24 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4294350 The complaint Mr S complains about British Gas Insurance Limited (“British Gas”) for delays in replacing a leaking water cylinder at his home. He wants British Gas to compensate him for the inconvenience his household experienced, for the excess on his home insurance claim and ... (3 pages)View decision -
Decision Reference DRN7465162
24 Feb 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs O are unhappy with the service they received from British Gas Services Limited when their boiler broke down.background Mr and Mrs O’s liquid petroleum gas (LPG) boiler broke down in February 2019. As they had homecare cover with British Gas, they contacted it and arranged for an... (4 pages)View decision -
Decision Reference DRN-2809353
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2809353 The complaint A company, which I’ll refer to as S, complains British Gas Insurance Limited reduced the level of cover under a home emergency policy without telling it and mis-diagnosed a fault with the boiler. Mr L, who is a director of S, brings the complaint on S’s behalf. W... (5 pages)View decision -
Decision Reference DRN-4011502
4 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4011502 The complaint P complained about how his claim was handled and ultimately settled by British Gas Insurance Limited (“British Gas”) under his Homecare policy which included appliance cover. What happened P made a claim to British Gas when his washing machine broke down. British ... (2 pages)View decision -
Decision Reference DRN-3555540
12 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3555540 The complaint Mrs N is unhappy with the repair that British Gas Insurance Limited carried out, following a claim she made under the HomeCare policy she holds with them. What happened Mrs N says that one of her properties has been experiencing low water pressure since 2019. She ... (3 pages)View decision -
Decision Reference DRN-3658177
28 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3658177 The complaint Mr T’s complained about the way British Gas Insurance Limited dealt with a claim he made on his home emergency policy when he had a leak in his bathroom – in particular the delays which occurred. What happened Shortly before Christmas 2021, Mr T found his bathroom... (3 pages)View decision
