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 DRN6124982
21 Sep 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs P’s complaint arises from problems with the administration of various boiler and central heating insurance policies by British Gas Services Limited.backgroundMrs P holds four policies with British Gas in relation to rental properties. I understand that when they rene... (2 pages)View decision -
Decision Reference DRN-2052637
3 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2052637 The complaint Miss C complains that British Gas Insurance Limited didn’t compensate her enough after poor service and a delay in her boiler being fixed under her home emergency insurance policy. What happened Miss C has a property which she lets out to tenants. When they report... (2 pages)View decision -
Decision Reference DRN-2181026
9 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2181026 The complaint Mr S complains that British Gas Insurance Limited didn’t carry out an annual service as part of his home care policy with it. What happened Mr S had a home care policy with British Gas. The policy ran for a year beginning March 2019. The policy included an annual ... (3 pages)View decision -
Decision Reference DRN-4250867
9 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4250867 The complaint Ms C is unhappy with the way in which British Gas Insurance Limited (‘British Gas’) handled a claim under her ‘Homecare’ home emergency insurance policy. What happened British Gas made an offer of around £1,500 to cover the cost of the kitchen flooring which was d... (3 pages)View decision -
Decision Reference DRN2333476
17 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Ms D’s complaint is about British Gas Insurance Limited’s refusal to refund premiums she paid for a home emergency insurance policy. Ms D will notice that I have changed the business name to British Gas Insurance Limited (rather than British Gas Services Limited). Thi... (2 pages)View decision -
Decision Reference DRN-2305101
24 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2305101 The complaint Mr and Mrs C complain about the service they received from British Gas Insurance Limited under their homecare policy. What happened Mr and Mrs C had a homecare agreement with British Gas and they’d received a good service in the past. But in late 2019 a vulnerable... (3 pages)View decision -
Decision Reference DRN-2228644
5 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2228644 The complaint Mr C complains during a service carried out under his HomeCare insurance policy, British Gas Insurance Limited (“British Gas”) caused his boiler to leak. This leak damaged his boiler and worktop and now they both need replacing. Mr C has also mentioned the casing ... (2 pages)View decision -
Decision Reference DRN-4092526
26 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4092526 The complaint Mr M complains that British Gas Insurance Limited (British Gas) declined to replace pipework connected to his heating system following a claim under his home emergency policy. What happened Mr M says that in April 2022 he advised British Gas that three radiators w... (4 pages)View decision -
Decision Reference DRN2099201
3 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited declined to do repairs under a home care insurance policy.backgroundMr M had a property which he let to tenants. He asked British Gas for help with its central heating system. He complained after British Gas declined t... (3 pages)View decision -
Decision Reference DRN-2943767
13 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2943767 The complaint Ms V says British Gas Insurance Limited did not handle a claim under her home emergency policy in a timely manner. What happened Ms V says her boiler stopped working in February 2021. She contacted British Gas and was initially told the next engineer appointment w... (2 pages)View decision
