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 DRN1406767
21 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited treated him unfairly by not unblocking his drain under his insurance policy. Mr R arranged for the works to be completed privately and would like his costs to be reimbursed.backgroundMr R has a British Gas insurance poli... (2 pages)View decision -
Decision Reference DRN-4048933
28 Mar 2023 British Gas Services Limited UpheldInsuranceDRN-4048933 The complaint Mr C complains about British Gas Service Limited (“British Gas”) for work done by its agents. He wants them to reinstate a water supply which they disconnected during their work. What happened I set out the background to this matter in a provisional decision issue... (2 pages)View decision -
Decision Reference DRN6879335
18 Dec 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about a claim she made under her home emergency insurance policy with British Gas Insurance Limited (“British Gas”).background Mrs A contacted British Gas on the morning of 29 September 2017 as there was no electricity in her property. British Gas initial... (2 pages)View decision -
Decision Reference DRN-4865738
21 Jun 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4865738 The complaint Mr B complains that British Gas Insurance Limited (British Gas) declined to carry out works under his central heating breakdown insurance policy. What happened Mr B has an insurance policy with British Gas which provides cover for, amongst other things, central he... (3 pages)View decision -
Decision Reference DRN9671674
29 Jun 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr G’s complaint is about the compensation British Gas Services Limited has offered him for the service he received under a home care insurance policy.backgroundMr G called British Gas on 1 January 2016 to say his hot water was only working intermittently. Apparently,... (2 pages)View decision -
Decision Reference DRN4295252
20 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms A and Ms S (‘the policyholders’) complain about how British Gas Insurance Limited treated them when they called to have their central heating repaired. This complaint is brought on their behalf by Miss A, a relative.backgroundThe policyholders have a Homecare Two p... (3 pages)View decision -
Decision Reference DRN-3555469
4 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3555469 The complaint Mr G is unhappy with the delays he experienced whilst waiting for his boiler to be repaired, under his homecare policy with British Gas Insurance Limited. What happened The details of this complaint are well known to both parties, so I will not repeat them again h... (2 pages)View decision -
Decision Reference DRN-1911496
16 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1911496The complaintMr N complains about how British Gas Insurance Limited handled his claim for a broken boiler. He’s also unhappy with the service he received. What happenedMr N holds a HomeCare policy with British Gas Insurance Limited – hereafter referred to as “British Gas”. On 8 ... (4 pages)View decision -
Decision Reference DRN-3722706
11 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3722706 The complaint Mr M complained that British Gas Insurance Limited (“British Gas”) provided an unreasonably poor level of customer service under his home emergency policy. What happened Mr M had his gas switched off at the mains due to concerns with the levels of carbon monoxide ... (3 pages)View decision -
Decision Reference DRN-3566078
4 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3566078 The complaint Mr B and Mrs B have complained about work carried out by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas visited Mr B and Mrs B’s home three times to deal with a leak from their toilet. One of the engineers used... (2 pages)View decision
