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
-
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-4303873
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4303873 The complaint Mr R has complained that British Gas Insurance Limited (‘British Gas’) was responsible for damage to his property following a claim under his home care policy. For the avoidance of doubt, the term ‘British Gas’ includes its contractors and agents for the purposes ... (5 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-3566078
4 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3566078 The complaint Mr B and Mrs B have complained about work carried out by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas visited Mr B and Mrs B’s home three times to deal with a leak from their toilet. One of the engineers used... (2 pages)View decision -
Decision Reference DRN8326006
29 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains about the way British Gas Insurance Limited dealt with a claim on his home emergency policy.backgroundMr G has a policy with British Gas which includes cover for plumbing repairs. He called British Gas when he had a leak from his shower, which had been ... (2 pages)View decision -
Decision Reference DRN8086600
24 Nov 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms E and Mr J complain that British Gas Insurance Limited failed to correctly service their boiler over a number of years and that this subsequently caused their boiler to break down. backgroundMs E and Mr J experienced a loss of heating and hot water in their property. They attempted ... (2 pages)View decision -
Decision Reference DRN7786967
14 Dec 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss B is unhappy with the service provided by British Gas Insurance Limited under her central heating insurance policy. backgroundOn 4 October 2014, British Gas came out and inspected Miss B’s water tank as it had been leaking. She was given the option of having it ... (2 pages)View decision -
Decision Reference DRN6921963
7 Nov 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited should refund payments for a home care agreement.backgroundMr S has a property which he lets to a tenant and her family. In 2017 Mr S complained that British Gas hadn’t done a gas safety certificate or an annual inspec... (2 pages)View decision -
Decision Reference DRN2707739
8 Dec 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mr M complains about the service provided to him by British Gas Services Limited (“British Gas”) under his HomeCare policy (“policy”).backgroundMr M has a policy with British Gas that provides central heating, plumbing, drains and home electrical cover. His policy runs f... (3 pages)View decision