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
-
Decision Reference DRN3036446
9 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S is unhappy with British Gas Insurance Limited’s handling of a claim under his home emergency insurance policy. background In June 2015, Mr S reported a leak which had caused water damage to the ceiling below and the floor. The first British Gas engineer incorrectly... (3 pages)View decision -
Decision Reference DRN8332476
18 Dec 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that British Gas Insurance Limited gave her poor service under her home care insurance.backgroundMrs G complained that British Gas missed appointments and cancelled her cover, saying she was an abusive customer.Our investigator didn’t recommend that the comp... (2 pages)View decision -
Decision Reference DRN-3832770
29 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3832770 The complaint Mr P complains about the service received from British Gas Insurance Limited. What happened The background to this complaint is well known to both Mr P and British Gas. In my decision, I’ll focus mainly on giving the reasons for reaching the outcome that I have. M... (2 pages)View decision -
Decision Reference DRN1647903
8 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Dr I complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundDr I made a claim under her ‘Homecare’ policy on 4 September when the fridge/freezer in her tenanted property broke down.An engineer was bo... (2 pages)View decision -
Decision Reference DRN7410297
24 May 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs T have raised a complaint as they are unhappy that British Gas Insurance Limited did not phone them to arrange for an annual boiler service visit. As a result, an annual visit did not take place. Mr and Mrs T feel this contributed to the rust damage cause... (2 pages)View decision -
Decision Reference DRN-3290380
8 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3290380 The complaint Mr P complains that British Gas Insurance Limited treated him unfairly when it declined to cover the cost of a new boiler. Mr P says British Gas is responsible for his boiler breaking and so, should reimburse him the cost of having a new one installed. What happen... (3 pages)View decision -
Decision Reference DRN6286047
22 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.background Mrs K had British Gas insurance cover for her gas fire and back boiler. A British Gas engineer did a service. Mrs K complained that he left a gas ... (2 pages)View decision -
Decision Reference DRN2702352
18 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M are unhappy with the service given to him under a home care policy for his boiler with British Gas Insurance Limited (British Gas).backgroundIn August 2018, Mr and Mrs M booked a service for 24 October 2018. They say the service year for that period wou... (4 pages)View decision -
Decision Reference DRN3210546
25 Jul 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K’s complaint arises from British Gas Insurance Limited’s refusal to reimburse costs he incurred in having a hot water cylinder replaced privately. backgroundMr K had a central heating insurance policy with British Gas. However, when he had a problem which meant his hot water cylinder... (2 pages)View decision -
Decision Reference DRN0703741
7 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P’s complaint is about her home emergency insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in May 2018, the main part of which is copied below: “Mrs P held the insurance policy with British Gas for aroun... (3 pages)View decision
