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 DRN8474588
27 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr Y complains that British Gas Insurance Limited didn’t act fairly or reasonably when dealing with his heating system under his home emergency insurance policy. He wants compensation.backgroundMr Y had a home emergency policy with British Gas. He said that its engineer a... (3 pages)View decision -
Decision Reference DRN-3085012
22 Oct 2021 British Gas Services Limited UpheldInsuranceDRN-3085012 The complaint Mrs A complains about the way that British Gas Services Limited dealt with her home emergency claim for repairs to her boiler in respect of her let property. What happened On or about 5 January 2021 Mrs A was notified by her tenants of a problem with the boiler at... (2 pages)View decision -
Decision Reference DRN-3377186
7 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3377186 The complaint The complaint Mrs H has complained that British Gas Insurance Limited (‘British Gas’) damaged her fire whilst carrying out a service under her home care insurance policy. What happened In July 2021, a British Gas engineer attended Mrs H’s property to carry out an ... (5 pages)View decision -
Decision Reference DRN-4885400
29 Jul 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4885400 The complaint Mr and Mrs R’s complaint is about the service provided under a central heating insurance policy with British Gas Insurance Limited. Mr R has been the main correspondent on the complaint, so I will mainly refer to him throughout this decision. What happened Mr a... (6 pages)View decision -
Decision Reference DRN4127234
3 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home care policy.background Mr A made several complaints to British Gas about its poor service under his home care policy. His complaints included that he couldn’t access his on-li... (2 pages)View decision -
Decision Reference DRN0517858
9 Nov 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr M contacted British Gas about an electrical problem in his bathroom.An engineer attended and said a transformer was needed and he check... (2 pages)View decision -
Decision Reference DRN9907959
30 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss A has complained about British Gas Insurance Limited’s handling of a claim under her Homecare policy. background Miss A made a claim under her Homecare policy in relation to a water leak on 5 December 2012 and an engineer attended the same day. The British Gas engineer who atten... (2 pages)View decision -
Decision Reference DRN-1829364
6 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-1829364 The complaint Ms O on behalf of her parents complains that British Gas Insurance Ltd have unfairly treated her parents when renewing their ‘homecare’ policy. Any reference to British gas includes its agents. As Ms O is representing her parents, I’ll mainly refer to her through... (3 pages)View decision -
Decision Reference DRN4728629
10 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited gave him poor service under his home care emergency insurance.backgroundMr H has had a Homecare 400 policy with British Gas since 2012. This covered the maintenance and repairs for a gas fire in his living room. The fire... (2 pages)View decision -
Decision Reference DRN7934287
9 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A has complained that British Gas Insurance Limited caused damage to his home when he made a claim under his home emergency insurance policy.backgroundMr A held a Home Care policy with British Gas, which provided cover for his boiler.In May 2018 Mr A experienced ... (3 pages)View decision