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-3900233
23 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3900233 The complaint The estate of Mr K has complained that British Gas Insurance Limited carried on taking premiums for a HomeCare policy in the late Mr K’s name, despite a request to cancel it. What happened The late Mr K had a HomeCare policy with British Gas. His estate has said t... (2 pages)View decision -
Decision Reference DRN-4168579
26 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4168579 The complaint Mr P complained about unsatisfactory delays caused by British Gas Insurance Limited (“British Gas”) in fixing water leaks under his home emergency policy. The delays caused greater damage than would otherwise have been the case. He was unhappy with the settlement ... (2 pages)View decision -
Decision Reference DRN-4530308
24 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4530308 The complaint Mr M complains British Gas Insurance Limited damaged his boiler by failing to take appropriate actions under his HomeCare insurance policy. What happened Mr M is a landlord. In 2021 a boiler in his property had a problem. He claimed against his British Gas HomeCar... (2 pages)View decision -
Decision Reference DRN-4011860
24 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4011860 The complaint Mr W and Mrs W complain that British Gas Insurance Limited (British Gas) provided poor service as they cancelled several service appointments at a time when they had issues with their boiler, and then charged her two excess payments for the repair that was underta... (3 pages)View decision -
Decision Reference DRN-4319076
15 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4319076 The complaint Mr M complains about the service he received from British Gas Insurance Limited after he made a claim under his home emergency insurance policy. What happened In early 2023, Mr M contacted British Gas about an issue with his boiler. He says it kept switching off a... (3 pages)View decision -
Decision Reference DRN4041907
9 Nov 2015 British Gas New Heating Limited UpheldBanking and creditMrs F complains about a credit agreement set up through British Gas New Heating Limited (“British Gas”) when she was having a new boiler installed. She also complains about British Gas’s customer service. Mrs F is represented in her complaint by her husband, Mr F.backg... (3 pages)View decision -
Decision Reference DRN4609108
5 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave him poor service under a landlord’s insurance policy.background Mr S owns properties which he lets to tenants. He has British Gas insurance which covers electrical issues. He called for help with some sockets in on... (2 pages)View decision -
Decision Reference DRN6825277
17 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited mishandled his claim on a boiler insurance policy.backgroundBritish Gas carried out an annual service of Mr B’s boiler. He complained when – only about ten days later – British Gas said there was a dangerously corroded exhaust flue. T... (1 page)View decision -
Decision Reference DRN2847018
25 Aug 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited (“British Gas”) gave poor service under a landlord’s home care insurance policy.backgroundMrs C bought a small studio flat heated by a gas boiler which was about 16 years old. She took out a policy with British Gas – wh... (2 pages)View decision -
Decision Reference DRN-3916867
26 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3916867 The complaint Mr P complains about the level of service received from British Gas Insurance Limited following a claim against his HomeCare insurance policy. What happened Mr P reported a leak to British Gas in 2021 from a pipe attached to the hot water cylinder. Mr P says engin... (3 pages)View decision
