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 DRN7167094
17 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E complains that British Gas Insurance Limited renewed the insurance on his boiler, but then said it could not repair it because replacement parts were no longer available.background Mr E had cover for about seven years. He complained when British Gas said his boiler was dangerous and ... (2 pages)View decision -
Decision Reference DRN-4107936
2 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4107936 The complaint Mr C has complained about British Gas Insurance Limited. He isn’t happy that it turned down a claim under his home emergency insurance policy. What happened Mr C made a claim under his home emergency policy after his rented property had a problem with the central ... (2 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 DRN7811207
8 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T is unhappy that British Gas Insurance Limited didn’t spot a leak in her boiler during a routine annual service.background In September 2015, she called British Gas because the pressure in her boiler kept dropping and it was leaking. She says there’d been a lea... (3 pages)View decision -
Decision Reference DRN7268504
2 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited when he made a claim under his home emergency insurance policy. backgroundMr B called British Gas when he noticed a leak from his washing machine. British Gas sent a plumber who believed ... (2 pages)View decision -
Decision Reference DRN0510493
28 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained that British Gas Insurance Limited’s representative failed to keep two appointments after he claimed on his home emergency insurance policy. He says this caused him distress and inconvenience and cost him £675.background Mr M contacted British Gas when ... (2 pages)View decision -
Decision Reference DRN0014234
27 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited didn’t act fairly or reasonably when servicing his boiler under a home care insurance policy. He wants compensation for damage to his flooring.backgroundMr R had a home care insurance policy with British Gas. He had a n... (2 pages)View decision -
Decision Reference DRN8121576
20 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr C is unhappy that British Gas Services Limited wrongly notified him that an engineer would be visiting his property. This inconvenienced him and he doesn’t think the compensation offered is enough.backgroundMr C received an e-mail telling him that an engineer would be v... (2 pages)View decision -
Decision Reference DRN5240658
14 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W has complained that British Gas Insurance Limited was wrong to decline his claim under home emergency cover, for work it advised him to carry out on his drains.backgroundBritish Gas had previously carried out repairs in January 2017 to a soakaway in the vicinity of M... (2 pages)View decision -
Decision Reference DRN-2228473
11 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2228473 The complaint Mr N complains about the service provided by British Gas Insurance Limited under a home emergency insurance policy. What happened Mr N renewed his home emergency policy with British Gas in May 2018 and his boiler was serviced in July of that year. Mr N renewed the... (2 pages)View decision
