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 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 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 DRN-5101566
21 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5101566 The complaint Mr W complains that British Gas Insurance Limited provided a poor standard of service when he made a claim for a leaking gas pipe and placed his new pipe in an unsafe area. What happened Mr W held an insurance policy with British Gas to cover his central heati... (2 pages)View decision -
Decision Reference DRN8114068
16 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C's complaint is about the handling of a claim under his central heating insurance policywith British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in February 2020, part of which is copied below: “Mr C made a claim under his policy as the water tan... (4 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 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 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 DRN5587888
14 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L complain that British Gas Insurance Limited failed to install a magnabooster and carry out a powerflush when installing their boiler and this has caused sludge in their central heating system.backgroundMr and Mrs L had a new boiler installed by British Gas ... (2 pages)View decision -
Decision Reference DRN8962549
11 May 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave him poor service after he took out a home care policy.backgroundMr S had a house and a central heating system which were about four years old. After his boiler broke down, he called British Gas for help under h... (2 pages)View decision -
Decision Reference DRN-4285084
28 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4285084 The complaint Mrs G has complained about British Gas Insurance Limited. She isn’t happy about the way it dealt with a claim under her home emergency insurance policy and the poor service she received. What happened Mrs G made a claim under her home emergency insurance policy in... (2 pages)View decision
