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 2178 results
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Decision Reference DRN8235738
25 Apr 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G are unhappy with British Gas Insurance Limited’s service in relation to a home emergency insurance policy.backgroundIn December 2015, Mr and Mrs G found out that they only had one water tank in their property, while having their boiler replaced. The same ... (2 pages)View decision -
Decision Reference DRN-5040930
24 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5040930 The complaint Mr D has complained about the standard of repairs carried out by his home emergency insurer, British Gas Insurance Limited (‘British Gas’), after he discovered a leak at his house . British Gas is the underwriter of this policy i.e. the insurer. During the cla... (5 pages)View decision -
Decision Reference DRN9374480
4 Apr 2016 British Gas Services Limited UpheldInsurance (excluding PPI)Mr C has complained British Gas Services Limited won’t pay for the costs of replacing his boiler which he’d covered under their care agreement.backgroundMr C took out a boiler care agreement with British Gas in 2013. After the first annual service was completed that No... (2 pages)View decision -
Decision Reference DRN3957274
20 Nov 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr M has complained about British Gas Services Limited’s cancellation of insurance to maintain and repair his boiler. He’s also unhappy about its work relating to his existing boiler and quote for a new boiler. background In March 2015 Mr M contacted British Gas as hi... (3 pages)View decision -
Decision Reference DRN2843388
17 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T’s complaint is that British Gas Insurance Limited mis-sold kitchen appliance cover to him.backgroundMr T made a claim on his kitchen appliance cover in December 2016 after a problem with his fridge-freezer. British Gas told him that it would be five days until it ... (2 pages)View decision -
Decision Reference DRN-3770223
24 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3770223 The complaint Ms P complains British Gas Insurance Limited (British Gas) incorrectly cancelled her home emergency insurance policy and declined to settle her claim after a leak. What happened Ms P had a home emergency insurance policy with British Gas. On 1 June 2021, after hav... (3 pages)View decision -
Decision Reference DRN-2915413
6 Aug 2021 British Gas Services Limited Not upheldInsuranceDRN-2915413 The complaint Mr G complains about British Gas Insurance Limited (British Gas) under his home emergency policy. His complaint is that British Gas didn’t provide a full service of his boiler. What happened Between 2013 and 2020 Mr G held a home emergency policy with British Gas ... (2 pages)View decision -
Decision Reference DRN5842528
28 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains about British Gas Insurance Limited’s service under her home care policy.background Miss C contacted British Gas late evening of 3 April about a leak in her bathroom causing water damage in her kitchen. The hot water had to be turned off. She wanted ... (2 pages)View decision -
Decision Reference DRN8675650
18 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H’s complaint is about the service provided under a boiler insurance policy with British Gas Insurance Limited.background Mr H took out the policy with British Gas in April 2018. As part of the cover British Gas carries out a first visit and inspection of the boiler. It did this on 17 A... (3 pages)View decision -
Decision Reference DRN-3169353
19 Nov 2021 British Gas Services Limited UpheldInsuranceDRN-3169353 The complaint Mr K complains about British Gas Services Limited (British Gas) under his home emergency policy. His complaint is about how they responded to electrical problems at his property. What happened In August 2021 Mr K noticed that a security light at his property had s... (4 pages)View decision
