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 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 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-3071683
30 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3071683 The complaint Mr C complains British Gas Insurance Limited has mis-diagnosed an electrical fault and unfairly turned down his claim on his home emergency insurance policy. What happened In June 2020 Mr C called out British Gas under his home emergency insurance policy when his... (4 pages)View decision -
Decision Reference DRN1642071
30 Jan 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy that annual services, which are included as part of his cover with British Gas Insurance Limited, have not been completed. backgroundMr A says that he has not had some services carried out at all and in some years it has been later than expected. His policy runs from Aug... (3 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 -
Decision Reference DRN4295252
20 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms A and Ms S (‘the policyholders’) complain about how British Gas Insurance Limited treated them when they called to have their central heating repaired. This complaint is brought on their behalf by Miss A, a relative.backgroundThe policyholders have a Homecare Two p... (3 pages)View decision -
Decision Reference DRN-3722706
11 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3722706 The complaint Mr M complained that British Gas Insurance Limited (“British Gas”) provided an unreasonably poor level of customer service under his home emergency policy. What happened Mr M had his gas switched off at the mains due to concerns with the levels of carbon monoxide ... (3 pages)View decision -
Decision Reference DRN-1911496
16 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1911496The complaintMr N complains about how British Gas Insurance Limited handled his claim for a broken boiler. He’s also unhappy with the service he received. What happenedMr N holds a HomeCare policy with British Gas Insurance Limited – hereafter referred to as “British Gas”. On 8 ... (4 pages)View decision -
Decision Reference DRN-4072938
2 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4072938 The complaint Miss C has complained about how British Gas Insurance Limited (British Gas) dealt with repairs under a home emergency policy. What happened Miss C contacted British Gas to fix with a faulty central heating timer. British Gas visited on a few occasions. An engineer... (2 pages)View decision