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-3290380
8 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3290380 The complaint Mr P complains that British Gas Insurance Limited treated him unfairly when it declined to cover the cost of a new boiler. Mr P says British Gas is responsible for his boiler breaking and so, should reimburse him the cost of having a new one installed. What happen... (3 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 DRN5679558
30 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains that British Gas Insurance Limited did not identify issues with her boiler during a regular service. The boiler broke down within 3 months of the inspection leaving Mrs M without heating and hot water over the Christmas period causing considerable up... (2 pages)View decision -
Decision Reference DRN9087374
23 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains about the number of repairs to his boiler under his insurance policy with British Gas Insurance Limited (British Gas). backgroundMr R holds a HomeCare Insurance policy with British Gas. In 2010 British Gas installed a new boiler at Mr R’s property. Thi... (2 pages)View decision -
Decision Reference DRN-3832770
29 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3832770 The complaint Mr P complains about the service received from British Gas Insurance Limited. What happened The background to this complaint is well known to both Mr P and British Gas. In my decision, I’ll focus mainly on giving the reasons for reaching the outcome that I have. M... (2 pages)View decision -
Decision Reference DRN5584152
17 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T and Miss H’s complaint is about the service provided in relation to a central heating, drainage and plumbing insurance policy with British Gas Insurance LimitedbackgroundThe policy held with British Gas includes an annual service of the boiler. A service was carried out in October 201... (2 pages)View decision -
Decision Reference DRN0348285
27 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S have complained about the handling of a claim they made under their central heating insurance policy with British Gas Insurance Limited.backgroundMr and Mrs S contacted British Gas on 16 December 2017 to report a fault with their boiler, which was not prod... (3 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 -
Decision Reference DRN9266390
4 Sep 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G’s complaint is about the handling of a claim under a central heating and homeemergency insurance policy with British Gas Insurance Limited. Mrs G is represented by herhusband Mr G, in this complaint.backgroundI issued a provisional decision on this matter in July 2020, part of which ... (5 pages)View decision -
Decision Reference DRN7411975
22 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E’s representative has complained about British Gas Insurance Limited. He isn’t happy that it turned down a claim under his Home Care policy in relation to his gas boiler.backgroundAt the end of April I set out the background to this complaint and my provision... (3 pages)View decision
