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 DRN1467825
12 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Ms J says British Gas Services Limited has mishandled a claim under a home emergency insurance policy.backgroundMs J had a Homecare policy with British Gas since March 2014 for a property she rents out. In September 2015 Ms J reported an electrical problem in the ki... (2 pages)View decision -
Decision Reference DRN8370481
18 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited charged him for repairs he thinks are covered under his boiler cover policy.backgroundMr A contacted British Gas in November 2013, as his boiler had stopped working. He did not have any insurance cover at the time but ... (3 pages)View decision -
Decision Reference DRN-4788343
9 May 2024 British Gas Insurance Limited UpheldInsuranceDRN-4788343 The complaint Mr A complains that British Gas Insurance Limited didn’t locate a leak when he called them out and as a result, the ceiling in the flat below collapsed. What happened Mr A held a home emergency policy with British Gas to cover his flat which was rented out. In No... (3 pages)View decision -
Decision Reference DRN4125645
29 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss A is unhappy that British Gas Insurance Limited cancelled her annual service appointment and the customer service she received after this.backgroundMiss A had a service booked when British Gas called around half an hour before the appointment slot was due to end... (2 pages)View decision -
Decision Reference DRN3276703
28 Dec 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K’s complaint is about the handling of a claim under his appliance repair insurance policy with British Gas Insurance Limited.backgroundMr K made a claim under his policy for repair of his dishwasher in a property he rents out. His tenants called British Gas to repo... (3 pages)View decision -
Decision Reference DRN-1360117
8 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1360117The complaintMr and Mrs M complain that when carrying out an annual service as part of their home emergency cover, British Gas Insurance Limited damaged their gas fire, and its offer to pay 50% of the cost of a new fire isn’t enough to put things right. What happenedMr and Mrs M... (2 pages)View decision -
Decision Reference DRN-4042674
8 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4042674 The complaint Mr P complains about how British Gas Insurance Limited dealt with his boiler breakdown. He’s unhappy that he was told the repair needed wasn’t covered by his policy, that his gas supply was turned off and that he was left without heating. He wants British Gas to c... (4 pages)View decision -
Decision Reference DRN-3192744
3 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3192744 The complaint Ms B complains that British Gas Insurance Limited won’t cover her home emergency claim for repairs to her central heating at her let property What happened Ms B had a Home Care policy with British Gas for her let property. This covered, amongst other things, the a... (3 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 DRN6186321
21 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms B complains about the service she received from British Gas Insurance Limited under her appliance care insurance policy.backgroundMs B reported a problem with her fridge freezer to British Gas. She wasn’t satisfied with the handling of her claim. And, being unhap... (2 pages)View decision