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 DRN0876646
1 Jun 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr P is unhappy at the service he’s received from British Gas Services Limited under his home emergency insurance.backgroundIn January 2009 Mr P arranged with British Gas to have a new boiler and radiators fitted in his home. Mr P also took out a Homecare policy to co... (2 pages)View decision -
Decision Reference DRN2706271
18 May 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs O complains that British Gas Insurance Limited should refund her payments for a landlord’s home care policy.background Mrs O had a property let to tenants. She had a HomeCare 400 policy. So – when there was a leak – she called British Gas for help. She complained th... (2 pages)View decision -
Decision Reference DRN-4153381
10 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4153381 The complaint Mr M has complained about the service British Gas Insurance Limited (British Gas) provided to him in relation to his home emergency (central heating cover) insurance policy. What happened British Gas arranged an annual boiler service for 1 June 2022 with Mr M whic... (3 pages)View decision -
Decision Reference DRN5945242
18 Nov 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M has complained about the way British Gas Insurance Limited (British Gas) dealt with a claim she made on her home emergency insurance policy after her boiler stopped working. background I issued a provisional decision on this complaint last month. An extract from that decision follows... (7 pages)View decision -
Decision Reference DRN0172355
30 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M is unhappy with the way British Gas Insurance Limited (‘British Gas’) has handled a claim she made for an emergency visit.Mrs M is represented by her daughter in this complaint. background Mrs M has a home emergency policy which is insured by British Gas. Mrs ... (3 pages)View decision -
Decision Reference DRN-3566741
11 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3566741 The complaint Ms R complains about a home emergency policy (boiler cover) that she says British Gas Services Limited set up without her consent. Any reference to British Gas includes the actions of its agents. What happened The background to this complaint is well known to Ms R... (2 pages)View decision -
Decision Reference DRN6238474
14 Sep 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr L complains that British Gas Services Limited mishandled his home care insurance policy.background Mr L complained that he had trouble booking his annual service online. He later found out that British Gas had continued to link his home care account with the addr... (2 pages)View decision -
Decision Reference DRN9440989
13 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains that he was mis-sold an insurance policy by British Gas Services Limited. backgroundI issued my provisional decision on this matter in October 2015, an extract from which is copied below: “Mr R held a central heating insurance policy with British Gas... (4 pages)View decision -
Decision Reference DRN4024890
13 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about the way British Gas Services Limited handled a claim under his homecare policy.backgroundMr H had a home care policy with British Gas for two flats he rented out. On 5 February 2017, he contacted it to make a claim because the boiler wasn’t working properly, affecting ... (4 pages)View decision -
Decision Reference DRN4352449
2 May 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr K complains on behalf of Mr A and Mr C about a Home Care policy taken out with British Gas Services Limited (“British Gas”). Mr A and Mr C would like a refund of the policy.backgroundThe policy was taken out in June 2011. Under the terms and conditions, the boil... (2 pages)View decision