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 DRN-3180371
24 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3180371 The complaint Mr H complains that British Gas Insurance Limited (British Gas) have not provided him with a boiler service under the terms of his policy and have repeatedly cancelled appointments. What happened Mr H holds a heating and boiler insurance policy with British Gas to... (3 pages)View decision -
Decision Reference DRN6305438
12 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas visited Mr B’s property and said his boiler was unsafe.Mr B was unhappy with British Gas’ response to his complaint, so he com... (2 pages)View decision -
Decision Reference DRN4355326
19 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C’s complaint is that British Gas Insurance Limited caused damage to their property by not fitting and maintaining their boiler system properly.backgroundI understand that British Gas installed a new boiler at Mr and Mrs C’s property in 2011. They say th... (2 pages)View decision -
Decision Reference DRN8863644
28 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is unhappy with the handling of a claim made under his central heating insurance policy with British Gas Insurance Limited.backgroundMr J made a claim under his policy on 14 November 2017, as he had no heating. British Gas came out the next day and replaced ... (3 pages)View decision -
Decision Reference DRN4540103
5 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs W are unhappy with the service they received from British Gas Insurance Limited when they made a claim on their ‘Homecare’ insurance policy.backgroundMr and Mrs W contacted British Gas when their boiler broke down in February 2018. They told us that British ... (3 pages)View decision -
Decision Reference DRN-3469884
15 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3469884 The complaint Mr S complains British Gas Insurance Limited (British Gas) unfairly declined his claim on his home emergency policy. What happened Mr S found he had several plug sockets that were not working in his house, so he made a claim on his home emergency policy that he he... (2 pages)View decision -
Decision Reference DRN3637654
9 Aug 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs B’s policy covered plumbing and drainage. She called British Gas for help with a leak of water. To trace and fix the leak, an engineer broke up so... (2 pages)View decision -
Decision Reference DRN3286627
27 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E has complained about the way British Gas Insurance Limited dealt with a claim she made on her home emergency policy.All references to British Gas include its agents.backgroundMrs E complained about a leak she had on her ceiling. British Gas sent a contractor ro... (3 pages)View decision -
Decision Reference DRN5458156
7 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W is unhappy that British Gas Insurance Limited cancelled his annual boiler inspection. He’s also unhappy with the way his policy is worded.backgroundMr W has Home Care insurance with British Gas. Part of this policy is intended to protect his boiler against faults... (2 pages)View decision -
Decision Reference DRN7250602
3 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s complaint is about the handling of a claim under his home emergency insurance policy with British Gas Insurance Limited.backgroundMr O’s boiler broke down in early March 2018 but initially he was told he’d have to call back after the weekend to book an app... (3 pages)View decision
