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-2816054
24 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2816054 The complaint Mr M complains that British Gas Insurance Limited won’t pay the full replacement cost of his cooker after long delays in obtaining replacement parts through his homecare policy. What happened Mr M had a cooker in rented accommodation insured with British Gas throu... (3 pages)View decision -
Decision Reference DRN7382755
10 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited’s offer of compensation for poor service under his home care insurance policy isn’t enough.backgroundMr P’s boiler was serviced by British Gas on 14 December 2016. The engineer said the boiler was a safety risk and had... (3 pages)View decision -
Decision Reference DRN-2160593
8 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2160593The complaintMrs W complains about the delay in resolving issues with her heating system after she made a claim under her Homecare insurance policy with British Gas Insurance Limited. All references to British Gas include its agents.What happenedIn October 2019, Mrs W contacted ... (4 pages)View decision -
Decision Reference DRN3315910
13 Jan 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs T are unhappy with the way British Gas Insurance Limited handled their home emergency insurance claim. They say British Gas led them to purchase a new boiler unnecessarily.backgroundIn March 2012 an engineer from British Gas completed the annual service of Mr and Mrs T’s boile... (3 pages)View decision -
Decision Reference DRN-3541326
27 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3541326 The complaint Mr P complained that a repair to his washing machine took too long under his home care policy with British Gas Insurance Limited (“British Gas”) and he was unhappy with the level of customer service provided. What happened When Mr P’s washing machine broke down he... (2 pages)View decision -
Decision Reference DRN4136669
29 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited mis-sold her policy to her, because it did not carry out annual service inspections to an adequate standard. In addition, Mrs L is unhappy with British Gas’ investigation into her complaint. backgroundIn September 2013, a British Gas ... (3 pages)View decision -
Decision Reference DRN-3580875
6 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3580875 The complaint Mr R complains about the service provided by British Gas Insurance Limited under his home emergency insurance policy. What happened I issued a provisional decision on this matter last month, part of which is copied below: “Mr R had a HomeCare policy with British G... (4 pages)View decision -
Decision Reference DRN5870080
12 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Services Limited gave her poor service under her central heating insurance.background Mrs S had – for many years – British Gas central heating insurance. In autumn 2016 she got a new boiler. It came with a warranty. Mrs D complained ... (2 pages)View decision -
Decision Reference DRN-3125120
20 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3125120 The complaint Ms P complains that British Gas Insurance Limited (British Gas) failed to complete the annual service on her boiler. And that it gave poor service when her boiler broke down. There are several parties and representatives of British Gas involved throughout the clai... (3 pages)View decision -
Decision Reference DRN5361423
8 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G is unhappy with what British Gas Insurance Limited (British Gas) did when he asked it to carry out repairs to electrical sockets at his property. background Mr G has a British Gas Home Care policy which covers repairs to the electrics in his property. In Novem... (2 pages)View decision
