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 2257 results
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Decision Reference DRN-3986919
13 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3986919 The complaint Mrs L has complained about the way that British Gas Insurance Limited (‘British Gas’) handled issues with her boiler under her home care policy. What happened Mrs L complained to British Gas about her boiler which it had installed in 2005. She said there had been ... (4 pages)View decision -
Decision Reference DRN-3850552
12 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3850552 The complaint Mr W complains about British Gas Insurance Limited (“British Gas”) for the way it dealt with repairs to his boiler. He wants British Gas to reimburse him for part of the costs of his replacement boiler. What happened Mr W had a type of boiler which stopped being p... (3 pages)View decision -
Decision Reference DRN1130602
16 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C is unhappy that he paid for a powerflush following advice from British Gas Insurance Limited that he thinks was unnecessary. backgroundMr C held a central heating insurance policy with British Gas. He made a claim when he had a problem with his boiler and it told... (2 pages)View decision -
Decision Reference DRN-4306184
31 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4306184 The complaint Mrs B complains about the way British Gas Insurance Limited dealt with a claim she made under her Home care insurance policy. What happened I’ll summarise the main points about this dispute: Mrs B had a policy with British Gas which included drains and plumbing c... (3 pages)View decision -
Decision Reference DRN-4073681
26 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4073681 The complaint Mrs W has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home insurance policy. References to British Gas include companies acting on its behalf. What happened Mrs W contacted British Gas to send an engineer to deal w... (3 pages)View decision -
Decision Reference DRN-3087427
1 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3087427 The complaint Miss S complains about the way British Gas Insurance Limited (British Gas) dealt with reports of a gas leak at her home. She wants compensation for the distress and inconvenience she and her family have suffered. What happened Both parties know what happened durin... (3 pages)View decision -
Decision Reference DRN8325339
18 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C and Ms G complain that British Gas Insurance Limited hasn’t handled their claim under their home emergency policy properly. backgroundMr C and Ms G have a home emergency policy with British Gas. In December 2017, the electrical system in their home became uns... (2 pages)View decision -
Decision Reference DRN3362904
1 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with how British Gas Services Limited dealt with his claim following the breakdown of his boiler. backgroundMr H has a HomeCare agreement with British Gas. In late 2018, Mr H’s boiler broke down and a leak caused damage to his home, including the ceiling and light fittings.... (3 pages)View decision -
Decision Reference DRN7757589
17 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss M is unhappy with the level of service received from British Gas Insurance Limited following a claim she made under her Home Emergency Insurance policy. backgroundI issued a provisional decision on this matter on 19 March 2019, which I have included below: In Febr... (4 pages)View decision -
Decision Reference DRN4237130
8 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited mishandled his complaint about a missed service appointment for his boiler under his home emergency insurance policy.background Mr H had an annual home emergency policy with British Gas. Under the terms of the policy M... (3 pages)View decision