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 DRN-2964097
6 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2964097 The complaint Mr C complains British Gas Insurance Limited didn’t properly investigate and repair an intermittent hot water problem under his home emergency insurance policy, and that it gave him poor customer service in its handling of his complaint about that. What happened M... (5 pages)View decision -
Decision Reference DRN-5117087
3 Dec 2024 British Gas Services Limited UpheldInsuranceDRN-5117087 The complaint Mr and Mrs P complain that British Gas Services Limited (British Gas) incorrectly told them that three policies had been cancelled for non-payment, amongst other service issues. What happened Mr P has been dealing with this complaint, and has a representative. ... (4 pages)View decision -
Decision Reference DRN-4073681
26 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4073681 The complaint Mrs W has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home insurance policy. References to British Gas include companies acting on its behalf. What happened Mrs W contacted British Gas to send an engineer to deal w... (3 pages)View decision -
Decision Reference DRN-3986919
13 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3986919 The complaint Mrs L has complained about the way that British Gas Insurance Limited (‘British Gas’) handled issues with her boiler under her home care policy. What happened Mrs L complained to British Gas about her boiler which it had installed in 2005. She said there had been ... (4 pages)View decision -
Decision Reference DRN-3087427
1 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3087427 The complaint Miss S complains about the way British Gas Insurance Limited (British Gas) dealt with reports of a gas leak at her home. She wants compensation for the distress and inconvenience she and her family have suffered. What happened Both parties know what happened durin... (3 pages)View decision -
Decision Reference DRN-4141055
19 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4141055 The complaint Mr G complained about the poor level of service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened Mr G raised a complaint to British Gas for numerous failed appointments from British Gas engineers in 2019... (3 pages)View decision -
Decision Reference DRN-2594692
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2594692 The complaint Ms P complains about the service she got from British Gas Insurance Limited after making a claim on her home emergency insurance policy. What happened Ms P’s home emergency insurance policy with British Gas gave her cover for her boiler, controls and central heati... (6 pages)View decision -
Decision Reference DRN8325339
18 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C and Ms G complain that British Gas Insurance Limited hasn’t handled their claim under their home emergency policy properly. backgroundMr C and Ms G have a home emergency policy with British Gas. In December 2017, the electrical system in their home became uns... (2 pages)View decision -
Decision Reference DRN4559792
30 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited’s offer of compensation for the poor service it provided under his home care policy isn’t enough.backgroundMr S had a HomeCare policy with British Gas. In 2009 he had problems with his central heating and hot water. He say... (3 pages)View decision -
Decision Reference DRN-5008928
23 Sep 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5008928 The complaint Mrs B complains about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy when she had problems with the drains at her property. References to British Gas in this decision include their agents who provide services... (5 pages)View decision
