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 2257 results
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Decision Reference DRN-3138214
16 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3138214 The complaint Mrs M complains about the service she received from British Gas Insurance Limited (British Gas) when she made a claim under her HomeCare policy. Mrs M is represented by her husband, Mr M, but for ease I’ll refer to Mrs M throughout. What happened Mrs M holds Hom... (5 pages)View decision -
Decision Reference DRN-3317541
28 Apr 2022 British Gas Services Limited UpheldInsuranceDRN-3317541 The complaint Mrs G has complained about how British Gas Services Limited (British Gas) dealt with a claim under a boiler warranty. I’m aware Mrs G is represented in this case but, for ease, I will only refer to Mrs G. What happened Mrs G had a new boiler installed by British G... (3 pages)View decision -
Decision Reference DRN-3795783
9 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3795783 The complaint Mr B complains that British Gas Insurance Limited (“British Gas”) has treated him unfairly following a claim made under his HomeCare range insurance policy. Any reference to Mr B or British Gas includes respective agents or representatives. What happened The backg... (3 pages)View decision -
Decision Reference DRN5026327
8 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F has complained that British Gas Insurance Limited broke her toilet while carrying out repairs under her HomeCare policy. My references to British Gas include its agents. backgroundIn 2016 Mrs F used her policy to call out British Gas due to a leak from her toilet... (2 pages)View decision -
Decision Reference DRN-4031928
19 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4031928 The complaint Mrs S has complained about the service provided by British Gas Insurance Limited (’British Gas’) under her home care policy. What happened Mrs S experienced a boiler break-down in December 2022 and called out British Gas to fix the boiler under her home care polic... (4 pages)View decision -
Decision Reference DRN-3397931
15 Jul 2022 British Gas Services Limited UpheldInsuranceDRN-3397931 The complaint E complains about how British Gas Services Limited dealt with an escape of water at one of its rental properties. Mr O brought this complaint to our service on behalf of E. For ease of reading I’ll refer to all submissions as being made by Mr O. What happened Mr O... (6 pages)View decision -
Decision Reference DRN-2285119
23 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2285119 The complaint Mr D is unhappy that British Gas Insurance Limited (British Gas) cancelled a pre-booked appointment for an annual service at his property, under his home emergency insurance policy. He is also concerned with the level of customer service he received in respect of ... (3 pages)View decision -
Decision Reference DRN1745002
24 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains British Gas Insurance Limited have declined a claim on his British Gas Homecare policy.backgroundThe previous owner of Mr S’s property had a British Gas boiler installed in 2009. Mr S moved in during 2012 and registered the boiler to his existing Homecare policy.In March 201... (2 pages)View decision -
Decision Reference DRN5611797
1 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs S called for help with her central heating boiler. She complained that British Gas left her without central heating and hot water.Our investigator ... (2 pages)View decision -
Decision Reference DRN9761562
2 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.background Mrs R had British Gas cover including for her central heating system and for her plumbing and drainage.Where I refer to British Gas I refer to ... (3 pages)View decision