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 DRN4136669
29 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited mis-sold her policy to her, because it did not carry out annual service inspections to an adequate standard. In addition, Mrs L is unhappy with British Gas’ investigation into her complaint. backgroundIn September 2013, a British Gas ... (3 pages)View decision -
Decision Reference DRN-3541326
27 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3541326 The complaint Mr P complained that a repair to his washing machine took too long under his home care policy with British Gas Insurance Limited (“British Gas”) and he was unhappy with the level of customer service provided. What happened When Mr P’s washing machine broke down he... (2 pages)View decision -
Decision Reference DRN4926014
16 Jun 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about the way British Gas Insurance Limited dealt with a claim on his home emergency policy.background Mr H took out a home emergency policy with British Gas, relating to a property that he lets out to tenants. In December 2014 he reported to British Gas... (2 pages)View decision -
Decision Reference DRN-4547206
24 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4547206 The complaint Mr E complains about British Gas Insurance Limited’s (“British Gas”) decision to decline his claim under his home emergency policy. What happened Mr E made a claim after the extractor fan in the bathroom of his property stopped working. British Gas declined the cl... (3 pages)View decision -
Decision Reference DRN-3351183
17 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3351183 The complaint Ms R has complained about the quality of work and level of service she received from British Gas Insurance Limited (‘British Gas’) under her HomeCare and emergency policy. What happened Ms R had a HomeCare policy with British Gas. This policy included cover in the... (4 pages)View decision -
Decision Reference DRN-2727232
31 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2727232 The complaint Mr K complains that British Gas Services Limited misrepresented the cover that was available to him when he renewed his Homecare 100 boiler policy in December 2019. So he believes that the premium he paid for the policy should be refunded. What happened Mr K had a... (3 pages)View decision -
Decision Reference DRN-2910269
15 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2910269 The complaint Ms H complains that, for six years, British Gas Insurance Limited carried out sub-standard annual services on her boiler under her home care insurance policy, which eventually resulted in her boiler being condemned. What happened Ms H first took out a home care po... (6 pages)View decision -
Decision Reference DRN-4307787
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4307787 The complaint Miss G is unhappy with the service she received from British Gas Insurance Limited, in relation to a home emergency insurance policy she held with it. What happened Miss G had a ‘homecare four’ home emergency insurance policy with British Gas. The policy provided ... (6 pages)View decision -
Decision Reference DRN-4260768
17 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4260768 The complaint Ms Y complains about the way British Gas Insurance Limited handled a claim under her HomeCare policy. Any reference to British Gas includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summari... (2 pages)View decision -
Decision Reference DRN-2116710
25 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-2116710The complaintMr and Mrs H complain about the service they received from British Gas Insurance Limited during their annual boiler service. They’re also unhappy with the service they received afterwards. What happenedMr and Mrs H held a HomeCare policy with British Gas Insurance L... (4 pages)View decision