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 DRN2639041
9 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint is about a central heating insurance policy he took out with British Gas Insurance Limited.backgroundMr A took out a central heating insurance policy with British Gas on 10 January 2018. The policy provides that a first inspection and service will be... (3 pages)View decision -
Decision Reference DRN5534030
15 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C have complained about the service provided by British Gas Insurance Limitedin relation to a central heating insurance policy. backgroundMr and Mrs C held a policy with British Gas for a number of years, since the boiler was installed. As part of the cove... (2 pages)View decision -
Decision Reference DRN5960788
1 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss R’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited.backgroundMiss R contacted British Gas as there was a problem with her bathroom sink. A contractor attended on 30 March 2018 and replaced the ... (2 pages)View decision -
Decision Reference DRN1103607
14 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about British Gas Insurance Limited’s handling of two claims under his insurance policy.backgroundMr B registered a claim with British Gas because of a problem with his tap. An appointment was arranged for around one week later, originally for an 8am to 1pm timeslot. However... (2 pages)View decision -
Decision Reference DRN8474350
22 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited didn’t replace his water supply pipe under his HomeCare policy.background Mr M had issues with his water supply. British Gas’ plumbers looked into the problem under his policy. It thought there was debris in the water... (3 pages)View decision -
Decision Reference DRN-2565175
12 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2565175 The complaint Mr P’s complaint is about the handling of a claim made under his central heating and plumbing and drainage insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in January 2021, part of which is copied b... (5 pages)View decision -
Decision Reference DRN-1705830
7 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1705830The complaintMr P is complaining about the repairs carried out under his home emergency insurance provided by British Gas Insurance Limited (British Gas). What happenedMr P has had a home emergency insurance policy with British Gas for many years. In early May 2018, British Gas ... (3 pages)View decision -
Decision Reference DRN-2116710
25 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-2116710The complaintMr and Mrs H complain about the service they received from British Gas Insurance Limited during their annual boiler service. They’re also unhappy with the service they received afterwards. What happenedMr and Mrs H held a HomeCare policy with British Gas Insurance L... (4 pages)View decision -
Decision Reference DRN-2727232
31 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2727232 The complaint Mr K complains that British Gas Services Limited misrepresented the cover that was available to him when he renewed his Homecare 100 boiler policy in December 2019. So he believes that the premium he paid for the policy should be refunded. What happened Mr K had a... (3 pages)View decision -
Decision Reference DRN2953198
24 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited gave her poor service under a home care policy.backgroundMrs T had British Gas cover for her central heating. Her boiler was over twenty years old. She complained that British Gas damaged it. British Gas sent her a cheque for £250 but s... (2 pages)View decision
