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 2270 results
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Decision Reference DRN-2297151
12 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2297151 The complaint Mrs W complains about the service she received after making a claim on her home emergency policy with British Gas Insurance limited. What happened Mrs W holds a home emergency policy with British Gas. Throughout this complaint Mrs W has been represented at various... (2 pages)View decision -
Decision Reference DRN1011395
23 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R’s complaint is about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited. Mr R says that one of its engineers left a radiator valve open which caused a water leak and damage to his property. backgroundI issued a ... (4 pages)View decision -
Decision Reference DRN0153401
23 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited should pay his claim under its HomeCare 300 insurance policy.backgroundMr K told British Gas he had a leak from a gas pipe inside his tenanted property. He complained when British Gas told him that he was not covered for pipes. The ad... (2 pages)View decision -
Decision Reference DRN3966670
23 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about the time taken by British Gas Insurance Limited to repair his oven under his homecare policy following a breakdown just before Christmas.backgroundMr M’s oven broke down on the Saturday before Christmas (Christmas Day was on the Tuesday). As he held British Gas a... (2 pages)View decision -
Decision Reference DRN-2351166
9 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2351166 The complaint Mr W and Mrs W are unhappy about the service provided by British Gas Insurance Limited dealt (British Gas) under their home emergency policy. What happened Mr W and Mrs W contacted British Gas under their HomeCare policy because their central heating wasn’t workin... (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 DRN-3807197
2 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3807197 The complaint Ms A complains British Gas Insurance Limited didn’t handle a claim she made on her central heating cover as it should have. What happened In late December 2021/January 2022 Ms A reported a problem with her central heating system to British Gas. Over the following ... (2 pages)View decision -
Decision Reference DRN-3554964
12 Jul 2022 British Gas Services Limited UpheldInsuranceDRN-3554964 The complaint Mr M says he was mis-sold a policy by British Gas Services Limited (British Gas) because it says his hot water cylinder isn’t included in the annual service offered under his home emergency policy. What happened Mr M noticed that the section entitled, “hot water c... (6 pages)View decision -
Decision Reference DRN6858022
9 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with British Gas Insurance Limited’s handling of a claim he made under his homecare policy.backgroundIn February 2018, Mr A had a problem with his boiler and he called British Gas to make a claim under his homecare policy. The first engineer said they n... (2 pages)View decision -
Decision Reference DRN5149954
29 Sep 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Ms T complains about the service she’s received from British Gas Services Limited.backgroundMs T had a homecare policy with British Gas which covered her central heating, plumbing, drainage and electrics. In October 2016, she reported a leak and British Gas arranged ... (2 pages)View decision