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 DRN-3830747
13 Jan 2023 British Gas Services Limited Not upheldInsuranceDRN-3830747 The complaint Mr S complains that British Gas Services Limited unfairly added an excess to his policy at renewal. What happened Mr S had a British Gas home emergency insurance policy. His policy was due for renewal in April 2022. A few weeks before that, British Gas sent Mr S a... (2 pages)View decision -
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-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 DRN1102561
16 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G’s complaint is about his boiler insurance cover with British Gas Insurance Limited. backgroundMr G took out his policy with British Gas in June 2014. He was issued with policy documents confirming that he had a ‘Homecare 100’ policy which included an annual s... (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 -
Decision Reference DRN1497461
10 Nov 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms F has complained about the service she received from British Gas Insurance Limited.backgroundMs F has an insurance policy which covers the cost of repairs to various parts of her rental property. She made a claim because the hot water cylinder, gas hob and washing... (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 DRN-3062043
9 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3062043 The complaint Mr S complains that British Gas Insurance limited damaged his cold-water isolation tap, when handling a claim under his home emergency policy. What happened In September 2020 Mr S reported a problem with his upstairs toilet. British Gas sent an engineer who found ... (3 pages)View decision -
Decision Reference DRN-2778231
16 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2778231 The complaint Mr S complained about some damage he said was caused by British Gas Insurance Limited (British Gas). What happened Mr S contacted British Gas under his home emergency policy because he found a leak coming from a pipe joint in the cupboard housing his boiler, which... (2 pages)View decision -
Decision Reference DRN2458983
28 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains about faulty workmanship by British Gas Insurance Limited engineers when they serviced her boiler under a home care policy. She says its engineers caused a power surge which destroyed her computer. backgroundMrs S had a policy with British Gas that cover... (3 pages)View decision