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 DRN6271441
25 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Through his wife, Mr A complains that British Gas Insurance Limited gave poor service under a home care insurance policy.backgroundMr A was a policyholder with British Gas insurance. On his behalf, Mr A’s wife complained that British Gas had caused damage in their h... (2 pages)View decision -
Decision Reference DRN-4336686
22 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4336686 The complaint Mrs B complains British Gas Insurance Limited has unfairly declined a claim under her home emergency policy. Any reference to Mrs B includes the actions and comments of her representative. And any reference to British Gas includes the actions of its agents. What h... (3 pages)View decision -
Decision Reference DRN-4146215
27 Jun 2023 British Gas Services Limited UpheldInsuranceDRN-4146215 The complaint Mr J complains about delays and poor service from British Gas Services Limited (British Gas) in relation to his Homecare agreement. Any reference to British Gas includes its respective agents unless specified otherwise. What happened The background of this complai... (3 pages)View decision -
Decision Reference DRN-3610564
22 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3610564 The complaint Mr F and Mrs F complain about British Gas Services Limited (“British Gas”) because they think that they did not receive the benefit of cover for around 2 years. They want a refund of their premiums and compensation for their distress and inconvenience. What happen... (3 pages)View decision -
Decision Reference DRN3425172
18 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S have complained that British Gas Insurance Limited made an error in setting up their insurance after they’d moved house.backgroundMr and Mrs S had insurance policy through British Gas. And when they moved home they cancelled their old policy and set up a new ... (3 pages)View decision -
Decision Reference DRN2732576
24 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs E complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.background British Gas did some work in Mrs E’s kitchen. She complained that it caused a leak and water damage.The adjudicator thought that British Gas had made a ... (2 pages)View decision -
Decision Reference DRN6282796
14 Sep 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains that British Gas Insurance Limited overcharged her when it added gas appliance cover to her home emergency insurance policy.backgroundMrs M considered she’d been overcharged when she added gas appliance cover to her policy in September 2015.So, she compla... (2 pages)View decision -
Decision Reference DRN-2768464
21 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2768464 The complaint Miss D’s complaint is about the service provided by British Gas Insurance Limited in relation to her central heating insurance policy. What happened I issued a provisional decision on this matter earlier in April 2021, part of which is copied below: “The policy i... (4 pages)View decision -
Decision Reference DRN-3290380
8 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3290380 The complaint Mr P complains that British Gas Insurance Limited treated him unfairly when it declined to cover the cost of a new boiler. Mr P says British Gas is responsible for his boiler breaking and so, should reimburse him the cost of having a new one installed. What happen... (3 pages)View decision -
Decision Reference DRN-3574169
18 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3574169 The complaint Mr T on behalf of Mrs T has complained about the poor service she received from British Gas Insurance Limited when she made a claim under her homecare insurance policy. What happened In December 2021 Mr and Mrs T’s hot water tank split and Mr T contacted British G... (2 pages)View decision
