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-3236914
4 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3236914 The complaint Mr P complains that his Glazing, Locks, Roof and Pest (GLPR) insurance policy held with British Gas Insurance Limited (British Gas) wasn’t cancelled. What happened Mr P held two insurance policies with British Gas – a HomeCare policy and a GLPR policy. The HomeCar... (2 pages)View decision -
Decision Reference DRN-4079016
19 Jul 2023 British Gas Services Limited UpheldInsuranceDRN-4079016 The complaint Ms M complains about her home emergency policy with British Gas Services Limited (British Gas). The complaint is about how British Gas responded to a water leak at her property. References to British Gas in this decision include their agents who provide services u... (5 pages)View decision -
Decision Reference DRN0752640
16 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains British Gas Insurance Limited didn’t complete an annual service on his boiler for a few years; and when it did, it didn’t identify a problem which led to a leak that damaged his boiler beyond economical repair. He also complains gas safety inspections weren’t completed, whic... (3 pages)View decision -
Decision Reference DRN-2594692
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2594692 The complaint Ms P complains about the service she got from British Gas Insurance Limited after making a claim on her home emergency insurance policy. What happened Ms P’s home emergency insurance policy with British Gas gave her cover for her boiler, controls and central heati... (6 pages)View decision -
Decision Reference DRN4041907
9 Nov 2015 British Gas New Heating Limited UpheldBanking and creditMrs F complains about a credit agreement set up through British Gas New Heating Limited (“British Gas”) when she was having a new boiler installed. She also complains about British Gas’s customer service. Mrs F is represented in her complaint by her husband, Mr F.backg... (3 pages)View decision -
Decision Reference DRN0348525
3 Sep 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B’s complaint is about the handling of claims and the service provided by British GasInsurance Limited in relation to a central heating insurance policy.backgroundI issued a provisional decision on this matter in June 2020, part of which is copied below:“Mr B has held a central heating ... (11 pages)View decision -
Decision Reference DRN-5117087
3 Dec 2024 British Gas Services Limited UpheldInsuranceDRN-5117087 The complaint Mr and Mrs P complain that British Gas Services Limited (British Gas) incorrectly told them that three policies had been cancelled for non-payment, amongst other service issues. What happened Mr P has been dealing with this complaint, and has a representative. ... (4 pages)View decision -
Decision Reference DRN8474588
27 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr Y complains that British Gas Insurance Limited didn’t act fairly or reasonably when dealing with his heating system under his home emergency insurance policy. He wants compensation.backgroundMr Y had a home emergency policy with British Gas. He said that its engineer a... (3 pages)View decision -
Decision Reference DRN8613825
5 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited mishandled a claim under a home emergency policy.backgroundMrs B has had a Homecare policy with British Gas for several years. In 2016 Mrs B called British Gas as her boiler had stopped working. British Gas sent an engi... (2 pages)View decision -
Decision Reference DRN3425172
18 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S have complained that British Gas Insurance Limited made an error in setting up their insurance after they’d moved house.backgroundMr and Mrs S had insurance policy through British Gas. And when they moved home they cancelled their old policy and set up a new ... (3 pages)View decision