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-5152423
9 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5152423 The complaint Mr G is unhappy with the service provided by British Gas Insurance Limited in relation to her central heating insurance policy. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limited. This is b... (4 pages)View decision -
Decision Reference DRN2017533
27 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C’s complaint arises from the handling of a claim made under his central heating and boiler insurance cover with British Gas Insurance Limited. Mr C is represented in this complaint by his daughter. All references to Mr C in this decision should be read as includi... (3 pages)View decision -
Decision Reference DRN5976022
10 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs H complain about experiencing problems with their boiler after British Gas Insurance Limited replaced and repaired it.backgroundMr and Mrs H’s boiler was replaced in 2009 under their Home Care policy with British Gas. They said they regularly experienced problems with the boiler... (3 pages)View decision -
Decision Reference DRN-2795249
26 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2795249 The complaint Miss H complains about the service provided by British Gas Insurance Limited (British Gas) under her home emergency policy. What happened Miss H held a home emergency policy with British Gas that provided repairs in the event of breakdown or damage to the boiler, ... (3 pages)View decision -
Decision Reference DRN9165308
4 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs N complain about British Gas Services Limited’s (“British Gas”) handling of their claim made under a HomeCare care agreement.backgroundI set out the circumstances leading to the complaint and my initial findings on it in my provisional decision of September... (5 pages)View decision -
Decision Reference DRN-3596833
14 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3596833 The complaint Dr K complains about British Gas Insurance Limited (“British Gas”) for delays in attending to respond to a leak. Dr K wants British Gas to pay him compensation for the costs of a plumber he engaged, damage to another property and for the increase in his insurance ... (3 pages)View decision -
Decision Reference DRN-2519543
18 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2519543 The complaint Mr T complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened From at least May 2018, Mr T had a British Gas Homecare agreement. We categorise that as a home emergency insuranc... (3 pages)View decision -
Decision Reference DRN4493865
18 Apr 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss R complains about the way British Gas Insurance Limited handled her insurance claim. She is being represented in this case by her partner, Mr M.backgroundIn May 2017, Miss R made a claim under her home emergency cover, for a problem with her boiler. She had cen... (2 pages)View decision -
Decision Reference DRN4864118
16 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the way British Gas Insurance Limited handled a number of herHomeCare insurance claims. Ms G is also unhappy because British Gas recently cancelled her policy.background I issued a provisional decision on this complaint in October 2015. An extract f... (4 pages)View decision -
Decision Reference DRN8506406
21 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H is unhappy with the level of compensation British Gas Insurance Limited has offered after a gas leak in her home.backgroundOn 6 December 2017 British Gas attended Mrs H’s property to carry out an annual service on her boiler. During this visit it was reported... (2 pages)View decision