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 2177 results
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Decision Reference DRN-4176903
27 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4176903 The complaint Mr S complains about his home emergency policy with British Gas Insurance Limited (British Gas). The complaint is about how British Gas responded to a problem with his boiler. References to British Gas in this decision include their agents who provide services und... (4 pages)View decision -
Decision Reference DRN6921963
7 Nov 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited should refund payments for a home care agreement.backgroundMr S has a property which he lets to a tenant and her family. In 2017 Mr S complained that British Gas hadn’t done a gas safety certificate or an annual inspec... (2 pages)View decision -
Decision Reference DRN5852816
21 Oct 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Misses W have held cover through British Gas Services Limited for a number of years.They are unhappy with a number of matters that arose around the time their policy was renewed in 2014. backgroundMisses W’s policy was due for renewal on 1 November 2014. They di... (3 pages)View decision -
Decision Reference DRN5435544
4 Jul 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs W’s complaint is about the cost of her home emergency insurance policy with British Gas Insurance Limited and the service provided to her. background Mrs W has had an insurance policy with British Gas since it installed a new boiler for her in 2013.Mrs W rece... (3 pages)View decision -
Decision Reference DRN-1421034
16 Jan 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1421034The complaintMr N complains about the service provided by British Gas Insurance Limited (British Gas) when he made a claim under his home emergency insurance policy. What happenedMr N holds a Home Care policy with British Gas that provides servicing and breakdown cover for his b... (3 pages)View decision -
Decision Reference DRN9671674
29 Jun 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr G’s complaint is about the compensation British Gas Services Limited has offered him for the service he received under a home care insurance policy.backgroundMr G called British Gas on 1 January 2016 to say his hot water was only working intermittently. Apparently,... (2 pages)View decision -
Decision Reference DRN7828365
14 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G is unhappy with British Gas Insurance Limited’s handling of her claim under a home emergency insurance policy. backgroundI issued a provisional decision on this matter in March 2017, part of which is copied below:Mrs G reported a leak to British Gas in July 201... (4 pages)View decision -
Decision Reference DRN-3566078
4 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3566078 The complaint Mr B and Mrs B have complained about work carried out by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas visited Mr B and Mrs B’s home three times to deal with a leak from their toilet. One of the engineers used... (2 pages)View decision -
Decision Reference DRN-5011546
25 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5011546 The complaint Mr S has complained about the way in which British Gas Insurance Limited (’British Gas’) dealt with the unblocking of a drain under his home insurance policy. For the avoidance doubt, the term British Gas includes its agents and representatives for the purposes... (5 pages)View decision -
Decision Reference DRN4175748
30 Jun 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B believe that their boiler failed because British Gas Insurance Limited’s engineers didn’t maintain it properly and they weren’t suitably qualified to repair it. They have also complained that British Gas stopped servicing the cooker, although they still ... (3 pages)View decision
