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-4113111
13 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4113111 The complaint Ms A complains about the service provided by British Gas Insurance Limited when she made a claim on her home emergency insurance policy. What happened The background to this complaint is well known to both Ms A and British Gas. In my decision, I’ll focus mainly on... (3 pages)View decision -
Decision Reference DRN1956922
8 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B has complained about British Gas Insurance Limited’s service after she made a claim on her home emergency policy. All references to British Gas include its agents. backgroundMrs B made a claim to British Gas after her boiler started making loud noises. She asked ... (2 pages)View decision -
Decision Reference DRN-4179837
29 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4179837 The complaint Ms L complains about how British Gas Insurance Limited dealt with her claim when her washing machine broke down. What happened Ms W has a HomeCare Four policy with British Gas which covers her boiler, controls and central heating including an annual service, plus ... (4 pages)View decision -
Decision Reference DRN5011168
4 May 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr M had British Gas insurance which included an annual service of his central heating boiler. He complained that British Gas delayed the service for we... (2 pages)View decision -
Decision Reference DRN-3555540
12 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3555540 The complaint Mrs N is unhappy with the repair that British Gas Insurance Limited carried out, following a claim she made under the HomeCare policy she holds with them. What happened Mrs N says that one of her properties has been experiencing low water pressure since 2019. She ... (3 pages)View decision -
Decision Reference DRN4697416
31 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs J complains that British Gas Services Limited mis-sold a home emergency policy to her. backgroundMrs J had home emergency cover for two boilers in her home. She was unhappy with the service provided when she claimed on her policy and one of the boilers was de... (2 pages)View decision -
Decision Reference DRN4535666
21 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited didn’t carry out an annual boiler service in November 2014. Mr S says British Gas is in breach of its agreement with him under a Home Care insurance policy.backgroundMr S’s policy year with British Gas runs from 5 A... (2 pages)View decision -
Decision Reference DRN-2023429
25 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2023429The complaintMrs L is complaining about the adequacy of servicing British Gas Insurance Limited (British Gas) provided under her Home Care insurance agreement. She says its failings meant she had to replace a boiler at a cost of over £2,000. What happenedMrs L had a Home Care ag... (2 pages)View decision -
Decision Reference DRN1692543
30 Jul 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)On behalf of Mr Q, his wife Mrs Q complains that British Gas Insurance Limited gave poor service under a home care insurance policy.background Mr and Mrs Q noticed a small damp patch on their ceiling and British Gas sent an engineer to help before they went on holi... (2 pages)View decision -
Decision Reference DRN5507566
16 Jul 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs and Mr E complain that despite several visits, the fault with their central heating system was not fixed. They say that they were provided with conflicting information and consider that British Gas Insurance Limited had been negligent leaving them without a fun... (3 pages)View decision