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-3008999
16 Sep 2021 British Gas Services Limited Not upheldInsuranceDRN-3008999 The complaint Mr T is unhappy with the customer service he received from British Gas Services Limited (British Gas) in relation to his HomeCare policy. His annual boiler service was cancelled, and he believes his policy was misrepresented. What happened Mr T had a HomeCare pol... (3 pages)View decision -
Decision Reference DRN7543920
26 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr U complains that British Gas Insurance Limited mishandled his claim on his Home Care policy.backgroundMr U contacted British Gas when he suffered an electrical fault in one of his properties in the run-up to Christmas. Over the next four weeks, British Gas cancelled or missed about... (2 pages)View decision -
Decision Reference DRN-5325880
27 Feb 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5325880 The complaint Mrs R complains that British Gas Insurance Limited provided poor service under a Home Care policy for a rental property which has caused her financial loss. What happened Mrs R held a Home Care policy with British Gas which covers boiler servicing and breakdow... (3 pages)View decision -
Decision Reference DRN9881610
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited failed to properly repair a leak under a landlord’s home care policy.backgroundIn May 2015 Mrs C reported a leak at a property she rents out to British Gas. Water was coming through the kitchen ceiling from the bathro... (2 pages)View decision -
Decision Reference DRN7077049
24 Jan 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs E’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited. Mrs E is represented in this complaint by her son, Mr E, and so I will refer to him throughout. backgroundIn late September 2018, Mr E made a claim under t... (3 pages)View decision -
Decision Reference DRN-4294250
29 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4294250 The complaint Mr D complains about the way British Gas Insurance Limited (“British Gas”) handled a claim under his Home Emergency policy. What happened The circumstances of this complaint are well known to both parties, so I’ll only summarise them here. Mr D tells us that ther... (2 pages)View decision -
Decision Reference DRN-3669790
31 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3669790 The complaint Mrs B complains about the service she received from British Gas Insurance Limited under her HomeCare policy. She believes it should have diagnosed an issue with her radiator during annual services. Mrs B’s daughter brought this complaint to our service. But for cl... (3 pages)View decision -
Decision Reference DRN7857598
17 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy. backgroundMr B has held a policy with British Gas for about 25 years. For some time Mr B says he had problems with his hot water supply. British Gas attended o... (3 pages)View decision -
Decision Reference DRN-4179837
29 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4179837 The complaint Ms L complains about how British Gas Insurance Limited dealt with her claim when her washing machine broke down. What happened Ms W has a HomeCare Four policy with British Gas which covers her boiler, controls and central heating including an annual service, plus ... (4 pages)View decision -
Decision Reference DRN-2405467
10 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2405467 The complaint Mrs L’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in November 2020, part of which is copied below: “On 30 December 201... (5 pages)View decision
