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 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 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 DRN7563539
10 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H is unhappy with her annual service check from British Gas Insurance Limited. She said the engineer damaged and then condemned her boiler.backgroundDuring the service the engineer used a screwdriver to test the cracks and corrosion. In doing this the engineer ma... (2 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-3769995
24 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3769995 The complaint Mr M’s complained that British Gas Insurance Limited have refused to replace his gas fire after their engineer broke it during an annual service. What happened Mr M has had a HomeCare policy with British Gas for more than ten years. The policy includes cover for ... (2 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 DRN7347256
20 Aug 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R’s complaint is about the handling of a claim made under her central heating insurance cover with British Gas Insurance Limited.backgroundOn 30 January 2019, Mrs R made a claim under her policy with British Gas as her boiler was cutting out. An engineer attended and got the boiler wor... (3 pages)View decision -
Decision Reference DRN-4461300
20 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4461300 The complaint Miss W has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home care policy. What happened Miss W reported a leak at her home in December 2022 to British Gas, as she had a home care policy at the relevant time. A Br... (5 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 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