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 2181 results
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Decision Reference DRN-2476655
5 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2476655 The complaint Mr H is unhappy that British Gas Insurance Limited (British Gas) have declined his claim for damage caused to his lounge carpet by an engineer. The work was being carried out under Mr H’s home emergency policy. Mr H wants British Gas to pay him the cash equivalent... (3 pages)View decision -
Decision Reference DRN-3983591
8 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3983591 The complaint Mrs L complains that British Gas Insurance Limited failed to properly service her boiler which led to it breaking down and having to be replaced. What happened Mrs L took out a British Gas home care insurance policy in November 2014. The policy prov... (3 pages)View decision -
Decision Reference DRN4079032
16 May 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr H has had British Gas insurance cover for some years. The cover includes an annual service visit. But after a service visit in late August 2015, Mr H... (3 pages)View decision -
Decision Reference DRN-4915488
23 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4915488 The complaint Mrs D’s complaint is about British Gas Insurance Limited’s handling of a claim under her home emergency insurance policy. What happened Mrs D holds the home emergency insurance policy for a property she rents out. Mrs D says that she contacted British Gas in m... (5 pages)View decision -
Decision Reference DRN-3904498
17 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3904498 The complaint Mr U complained about the poor workmanship he received from British Gas Insurance Limited (“British Gas”) when it responded to a home emergency claim under his policy. What happened Mr U made a claim on his policy when he thought there was a leak in his property. ... (2 pages)View decision -
Decision Reference DRN-2880605
6 Jul 2021 British Gas Services Limited Not upheldInsuranceDRN-2880605 The complaint Mr M complains that British Gas Services Limited (British Gas) failed to properly record what it had done during three annual services under his home emergency insurance policy. What happened Mr M holds a Home Care policy with British Gas that includes an annual s... (3 pages)View decision -
Decision Reference DRN-2373787
20 Jan 2021 British Gas Services Limited UpheldInsuranceDRN-2373787 The complaint Mrs and Mr L complain that British Gas Services Limited refused to repair damage to their home caused by a leak from their boiler. What happened British Gas installed a new boiler in Mrs and Mr L’s home in August 2019. There was a leak on the same day which floode... (3 pages)View decision -
Decision Reference DRN9369310
7 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs O are unhappy with the offer made by British Gas Insurance Limited following a claim under their home emergency insurance policy. backgroundMr and Mrs O have a HomeCare insurance policy with British Gas. Under this policy British Gas carried out an annual... (2 pages)View decision -
Decision Reference DRN-2746513
30 Apr 2021 British Gas Services Limited Not upheldInsuranceDRN-2746513 The complaint Mr S complains that British Gas Services Limited failed to carry out an annual service and cancelled his homecare cover without warning. It also failed to install a new thermostat system as agreed. What happened Mr S said British Gas didn’t do the annual service o... (3 pages)View decision -
Decision Reference DRN-3612992
10 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3612992 The complaint Mr A complains about the service he has received from British Gas Insurance Limited (British Gas) under his homecare policy. What happened Mr A took out a homecare policy with British Gas, which included an annual boiler service. In 2022 Mr A complained to British... (3 pages)View decision
