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 DRN7664671
5 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M’s complaint is about the service provided by British Gas Insurance Limited followinga claim under their central heating insurance policy. Miss M has been represented during thecomplaint by Mr S.backgroundI issued a provisional decision on this matter in November 2019, part of which ... (10 pages)View decision -
Decision Reference DRN4540103
5 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs W are unhappy with the service they received from British Gas Insurance Limited when they made a claim on their ‘Homecare’ insurance policy.backgroundMr and Mrs W contacted British Gas when their boiler broke down in February 2018. They told us that British ... (3 pages)View decision -
Decision Reference DRN3210546
25 Jul 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K’s complaint arises from British Gas Insurance Limited’s refusal to reimburse costs he incurred in having a hot water cylinder replaced privately. backgroundMr K had a central heating insurance policy with British Gas. However, when he had a problem which meant his hot water cylinder... (2 pages)View decision -
Decision Reference DRN1647903
8 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Dr I complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundDr I made a claim under her ‘Homecare’ policy on 4 September when the fridge/freezer in her tenanted property broke down.An engineer was bo... (2 pages)View decision -
Decision Reference DRN7410297
24 May 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs T have raised a complaint as they are unhappy that British Gas Insurance Limited did not phone them to arrange for an annual boiler service visit. As a result, an annual visit did not take place. Mr and Mrs T feel this contributed to the rust damage cause... (2 pages)View decision -
Decision Reference DRN8863644
28 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is unhappy with the handling of a claim made under his central heating insurance policy with British Gas Insurance Limited.backgroundMr J made a claim under his policy on 14 November 2017, as he had no heating. British Gas came out the next day and replaced ... (3 pages)View decision -
Decision Reference DRN-3855802
30 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3855802 The complaint Mr M complains British Gas Insurance Limited failed to properly service his boiler under his HomeCare insurance policy, resulting in it requiring replacement. What happened In 2022, Mr M says a British Gas engineer carried out an annual service and recommended his... (3 pages)View decision -
Decision Reference DRN3286627
27 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E has complained about the way British Gas Insurance Limited dealt with a claim she made on her home emergency policy.All references to British Gas include its agents.backgroundMrs E complained about a leak she had on her ceiling. British Gas sent a contractor ro... (3 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-4623484
1 Mar 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4623484 The complaint Mr G complains about the way British Gas Insurance Limited dealt with a claim on his home emergency insurance policy. He says appointments were cancelled, repairs were not done correctly and as a result he had to buy a new boiler. What happened British Gas attende... (3 pages)View decision
