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-4336686
22 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4336686 The complaint Mrs B complains British Gas Insurance Limited has unfairly declined a claim under her home emergency policy. Any reference to Mrs B includes the actions and comments of her representative. And any reference to British Gas includes the actions of its agents. What h... (3 pages)View decision -
Decision Reference DRN-4146215
27 Jun 2023 British Gas Services Limited UpheldInsuranceDRN-4146215 The complaint Mr J complains about delays and poor service from British Gas Services Limited (British Gas) in relation to his Homecare agreement. Any reference to British Gas includes its respective agents unless specified otherwise. What happened The background of this complai... (3 pages)View decision -
Decision Reference DRN-3610564
22 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3610564 The complaint Mr F and Mrs F complain about British Gas Services Limited (“British Gas”) because they think that they did not receive the benefit of cover for around 2 years. They want a refund of their premiums and compensation for their distress and inconvenience. What happen... (3 pages)View decision -
Decision Reference DRN-4155035
23 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4155035 The complaint Mr H complains that a British Gas Insurance Limited (British Gas) engineer damaged his boiler beyond repair and caused further damage to a kitchen worktop following a claim he made under his home emergency policy. What happened Mr H says British Gas repaired his b... (3 pages)View decision -
Decision Reference DRN6568551
23 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S has complained about British Gas Insurance Limited. She isn’t happy about the customer service it provided under her home emergency policy.backgroundMrs S had home emergency cover with British Gas and wasn’t happy about the service she received. On two separate occ... (2 pages)View decision -
Decision Reference DRN8643598
9 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited mishandled his calls for help under his home care insurance policy.backgroundMr G’s policy covered home electrics. In about April 2017, he called for help with an extractor fan in a first-floor bathroom and later a s... (3 pages)View decision -
Decision Reference DRN7860194
26 Jan 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr W complains that British Gas Services Limited failed to arrange an annual service during the period of his policy and the compensation it has offered for this isn’t reasonable.backgroundMr W has a home emergency policy with British Gas. As part of the policy, Britis... (2 pages)View decision -
Decision Reference DRN5138663
26 Aug 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr A says that British Gas Services Limited mishandled a claim under a home emergency insurance policy.backgroundMr A has a HomeCare 400 for his tenanted house with British Gas. In February 2016 a leak was discovered around the boiler and a claim made to British ... (2 pages)View decision -
Decision Reference DRN0544973
28 Apr 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs D complains that British Gas Insurance Limited caused damage to her gas fire during an annual service.backgroundIn late August 2012, British Gas attended Mrs D’s property to carry out an annual service. While trying to remove a glass panel at the front of the ... (2 pages)View decision -
Decision Reference DRN8239218
28 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited mishandled his home care insurance policy.backgroundMr S bought British Gas insurance for his central heating boiler. British Gas didn’t identify it as a boiler that it couldn’t cover. After it broke down, British Gas woul... (2 pages)View decision
