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 DRN-3807197
2 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3807197 The complaint Ms A complains British Gas Insurance Limited didn’t handle a claim she made on her central heating cover as it should have. What happened In late December 2021/January 2022 Ms A reported a problem with her central heating system to British Gas. Over the following ... (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-2968848
10 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2968848 The complaint Ms D complains about the way British Gas Insurance Limited’s handled a claim she made, which resulted in damage being caused to her property. What happened Ms D contacted British Gas as she noticed water coming through her kitchen ceiling. By the time British Gas ... (2 pages)View decision -
Decision Reference DRN4175748
30 Jun 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B believe that their boiler failed because British Gas Insurance Limited’s engineers didn’t maintain it properly and they weren’t suitably qualified to repair it. They have also complained that British Gas stopped servicing the cooker, although they still ... (3 pages)View decision -
Decision Reference DRN-3778038
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3778038 The complaint Mrs M is unhappy with the service she has received from British Gas Insurance Limited (British Gas) under her HomeCare and appliance repair cover. What happened In November 2018 Mrs M reported a fault to her fridge. A British Gas engineer attended but couldn’t fin... (4 pages)View decision -
Decision Reference DRN4714755
16 Oct 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he has received from British Gas Services Limited under his HomeCare agreement. background Mr B held a HomeCare care agreement provided by British Gas. When his agreement renewed in May 2011 it became a HomeCare cover insurance policy u... (3 pages)View decision -
Decision Reference DRN5386928
9 Jul 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company of that name and others for whose actions I hold that company responsible. That includes its a... (4 pages)View decision -
Decision Reference DRN5149954
29 Sep 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Ms T complains about the service she’s received from British Gas Services Limited.backgroundMs T had a homecare policy with British Gas which covered her central heating, plumbing, drainage and electrics. In October 2016, she reported a leak and British Gas arranged ... (2 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 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