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
-
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 DRN0468312
22 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMrs K’s company owned a redundant church building that she planned to redevelop into flats. From 2014 to 2018 she had British Gas HomeCare to co... (5 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 DRN-4821240
7 Jun 2024 British Gas Insurance Limited UpheldInsuranceDRN-4821240 The complaint Mr and Mrs K's complaint is about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. What happened Mr and Mrs K made a claim under the policy in April 2022, as they had a leak from the toilet cistern. Briti... (8 pages)View decision -
Decision Reference DRN-3372681
21 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3372681 The complaint Mrs G complains about how British Gas Services Limited (“British Gas”) have given her poor service and handled a claim under her home emergency cover. What happened Mrs G has a Homecare policy with British Gas that provides an annual service of her boiler and cent... (3 pages)View decision -
Decision Reference DRN-2151597
20 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-2151597 The complaint Mr W is complaining about the handling of his home emergency insurance claim by British Gas Services Limited. Any references to British Gas include their agents. What happened In August 2019, Mr W called British Gas to unblock the sewer drain just outside his back... (3 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 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 DRN0347935
19 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S are unhappy with the service they received from British Gas Insurance Limited when they made a claim on their home emergency policy.background Mr and Mrs S have had some problems with their boiler. British Gas’s engineers visited their property to carry ... (2 pages)View decision