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 DRN3397118
21 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs D complain that British Gas Insurance Limited should honour a home care insurance policy.backgroundMr and Mrs D had British Gas insurance which included cover for the solar power parts of their hot water system. They complained after British Gas told them it ... (2 pages)View decision -
Decision Reference DRN-4788343
9 May 2024 British Gas Insurance Limited UpheldInsuranceDRN-4788343 The complaint Mr A complains that British Gas Insurance Limited didn’t locate a leak when he called them out and as a result, the ceiling in the flat below collapsed. What happened Mr A held a home emergency policy with British Gas to cover his flat which was rented out. In No... (3 pages)View decision -
Decision Reference DRN4125645
29 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss A is unhappy that British Gas Insurance Limited cancelled her annual service appointment and the customer service she received after this.backgroundMiss A had a service booked when British Gas called around half an hour before the appointment slot was due to end... (2 pages)View decision -
Decision Reference DRN9108796
18 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Services Limited has declined his claim under his home emergency cover.I’ll refer to British Gas Services Limited in this decision also with reference to its agents.backgroundMr B has explained that around 20 years ago, he had a blocked rainwater drain leadi... (3 pages)View decision -
Decision Reference DRN8659216
27 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B’s complaint relates to his insurance policy with British Gas Insurance Limited.backgroundMr B pays monthly for the policy with British Gas. The policy benefits include an annual service of his boiler. Mr B says that he has not had his boiler serviced for the l... (2 pages)View decision -
Decision Reference DRN-4042674
8 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4042674 The complaint Mr P complains about how British Gas Insurance Limited dealt with his boiler breakdown. He’s unhappy that he was told the repair needed wasn’t covered by his policy, that his gas supply was turned off and that he was left without heating. He wants British Gas to c... (4 pages)View decision -
Decision Reference DRN2111026
5 Oct 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs H complains that British Gas Services Limited gave her poor service under a home care insurance policy.backgroundMrs H had problems with her central heating and hot water. She called British Gas for help in 2013. It recommended a power flush. Later she got someon... (2 pages)View decision -
Decision Reference DRN2250084
10 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs C’s complaint is about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. Mr and Mrs C are also unhappy with the cost of the policy. backgroundMr and Mrs C have held a central heating insurance policy with British Gas for some... (4 pages)View decision -
Decision Reference DRN6186321
21 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms B complains about the service she received from British Gas Insurance Limited under her appliance care insurance policy.backgroundMs B reported a problem with her fridge freezer to British Gas. She wasn’t satisfied with the handling of her claim. And, being unhap... (2 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