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
-
Decision Reference DRN1459991
9 Aug 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss S says that British Gas Insurance Limited mishandled a claim under a home emergency policy.backgroundMiss S has had a Homecare policy with British Gas for many years. This policy covers her boiler and central heating system. Miss S’s boiler is of some age and ... (2 pages)View decision -
Decision Reference DRN7048814
11 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P is unhappy at the service he received from British Gas Insurance Limited when he made a claim on his home emergency cover policy. backgroundMr P has a “HomeCare” home emergency cover policy provided by British Gas, which covers his boiler and central heating system. On 28 February 201... (3 pages)View decision -
Decision Reference DRN6537882
20 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy with the cover British Gas Insurance Limited (British Gas) provided underhis home emergency policy.backgroundMr A has insurance with British Gas which covers repairs and an annual service of hiscentral heating system. British Gas carried out the annual service at the end of... (3 pages)View decision -
Decision Reference DRN5969693
15 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy with the insurance policy provided to him by British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in October 2017, part of which is copied below: “Mr L had cover for his central heating and boiler with British Gas. ... (4 pages)View decision -
Decision Reference DRN4563287
12 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy with the service provided by British Gas Insurance Limited after he made a claim for his faulty gas fire. backgroundBritish Gas attended Mr L’s home in early 2012 and carried out a service on his boiler and gas fire. However, approximately two weeks later Mr L advised ... (2 pages)View decision -
Decision Reference DRN1500176
15 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains (through her son Mr S) that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundAfter her central heating boiler broke down, Mrs S called for help under her British Gas insurance policy. Mr S complained that Br... (2 pages)View decision -
Decision Reference DRN4829054
26 May 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms Z’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in April 2020, part of which is copied below: Ms Z contacted British Gas in March 2019, as her boile... (3 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 DRN-4324211
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4324211 The complaint Mrs H has complained that British Gas Insurance Limited delayed in repairing her boiler, and said she needed it powerflushed – which Mrs H feels wasn’t necessary. What happened Towards the end of 2021, Mrs H’s boiler stopped working. She had a Homecare policy with... (2 pages)View decision -
Decision Reference DRN2424257
11 Jun 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C’s complaint is about the service provided by British Gas Insurance Limited in relation to his boiler insurance policy. backgroundMr C’s policy with British Gas includes an annual service of his boiler. During the annual service in September 2018, the British Gas engineer found there w... (5 pages)View decision
