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 DRN5092642
20 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited failed to repair a leak properly, and this caused damage to her home.background I issued a provisional decision on this complaint earlier this month. An extract of the provisional decision follows:Mrs T called British G... (3 pages)View decision -
Decision Reference DRN-4272454
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4272454 The complaint Mr A and Ms S complain that British Gas Insurance Limited (British Gas) has unfairly refused to meet a claim for a damaged drain cover. What happened Mr A and Ms S have an insurance policy with British Gas that, amongst other things, covers repairs to their domest... (3 pages)View decision -
Decision Reference DRN6271441
25 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Through his wife, Mr A complains that British Gas Insurance Limited gave poor service under a home care insurance policy.backgroundMr A was a policyholder with British Gas insurance. On his behalf, Mr A’s wife complained that British Gas had caused damage in their h... (2 pages)View decision -
Decision Reference DRN6776253
12 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains that, when she had problems with her boiler, British Gas Insurance Limited advised her to buy a new one. She then found that the problems were due to an electrical fault. She says if this had been diagnosed correctly, she wouldn’t have needed to buy... (2 pages)View decision -
Decision Reference DRN9941204
12 Nov 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs N complain that British Gas Insurance Limited should have told them it could not fulfil its HomeCare policy.backgroundMr and Mrs N have lived at their current address for over ten years. They have paid British Gas for cover on their boiler. They complained when they found out t... (2 pages)View decision -
Decision Reference DRN1553128
6 Feb 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy with the handling of a claim by British Gas Insurance Limited under his home emergency insurance policy. background I issued my provisional decision on this matter in January 2014, an extract from which is copied below and forms part of this, my final decision. “Mr A hold... (4 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 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 DRN-4041691
28 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4041691 The complaint Mrs D is complaining that British Gas Insurance Limited’s contractor didn’t suitably fix a blocked water pipe when she asked for assistance through her home emergency policy. What happened In October 2020, Mrs D says the tenants in a property she rented out report... (3 pages)View decision -
Decision Reference DRN5887468
22 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms W has complained about British Gas Insurance Limited. She isn’t happy about the service she received following a claim under her home emergency insurance policy.backgroundMs W had a number of problems with her boiler over a number of years. British Gas attended o... (2 pages)View decision
