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 DRN3713826
11 Sep 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C is unhappy with the cost of his homecare policy arranged by British Gas Services Limited. backgroundMr C has had a British Gas homecare plan – covering his boiler, plumbing, central heating etc. – for a number of years. In addition, the plan also included ‘kitchen appliance cover’ for... (2 pages)View decision -
Decision Reference DRN7277617
29 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains (on behalf of himself and Mrs B) that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include engineers, call-handler... (3 pages)View decision -
Decision Reference DRN2545042
24 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B is unhappy with the service provided by British Gas Insurance Limited in relation to his central heating insurance policy. backgroundMr B’s policy with British Gas includes an annual service of his boiler. Mr B says British Gas failed to contact him on the ann... (2 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 DRN9055383
7 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr K had British Gas insurance cover for his central heating boiler and system (but not for other plumbing and drainage such as his bath). His ce... (3 pages)View decision -
Decision Reference DRN-3757647
28 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3757647 The complaint Mr R complains about a claim he made on his home emergency insurance policy with British Gas Insurance Limited. What happened The background to this complaint is well known to both Mr R and British Gas. In my decision, I’ll focus mainly on giving the reasons for r... (3 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 -
Decision Reference DRN-3119420
8 Dec 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3119420 The complaint Mr S complains about British Gas Insurance Limited (“British Gas”) for delays to repairs to his central heating system. He feels that he was discriminated against and abused during engineer visits. What happened Mr S held cover with British Gas which insured his c... (3 pages)View decision -
Decision Reference DRN5751020
1 Mar 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains about poor service he received from British Gas Insurance Limited (British Gas) under his home emergency insurance policy.backgroundMr P has had a policy with British Gas covering his central heating system for a number of years. British Gas’s records sho... (2 pages)View decision -
Decision Reference DRN-4415717
24 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4415717 The complaint Mrs B complains that British Gas Insurance Limited (British Gas) hasn’t fully reimbursed the costs she incurred from a third party for restoring her heating and hot water. What happened Mrs B had her boiler replaced by British Gas. Mrs B was provided with a five-y... (4 pages)View decision