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 2254 results
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Decision Reference DRN5092642
20 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited failed to repair a leak properly, and this caused damage to her home.background I issued a provisional decision on this complaint earlier this month. An extract of the provisional decision follows:Mrs T called British G... (3 pages)View decision -
Decision Reference DRN0725569
1 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains about the service he received from British Gas Insurance Limited in relation to a Homecare policy.backgroundMr W had a central heating boiler fitted by British Gas in around 1997. He also bought an agreement to cover service and repairs. He’s not happy th... (1 page)View decision -
Decision Reference DRN4014533
29 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M’s complaint arises from a claim she made under her boiler and central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 December 2017, a British Gas engineer attended Mrs M’s home to carry out a repair on her boiler. The engineer apparen... (2 pages)View decision -
Decision Reference DRN4863417
31 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating and gas appliance insurance policy. backgroundMrs H has held the policy with British Gas for several years. The policy includes an annual service of her gas fire. British Gas s... (2 pages)View decision -
Decision Reference DRN0714877
13 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M complain that British Gas Insurance Limited gave them poor service under a home care policy.backgroundMr and Mrs M called British Gas out many times under their HomeCare policy. Mr and Mrs M complained that British Gas failed to trace or to fix the source of a water leak – ... (2 pages)View decision -
Decision Reference DRN8370481
18 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited charged him for repairs he thinks are covered under his boiler cover policy.backgroundMr A contacted British Gas in November 2013, as his boiler had stopped working. He did not have any insurance cover at the time but ... (3 pages)View decision -
Decision Reference DRN3276703
28 Dec 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K’s complaint is about the handling of a claim under his appliance repair insurance policy with British Gas Insurance Limited.backgroundMr K made a claim under his policy for repair of his dishwasher in a property he rents out. His tenants called British Gas to repo... (3 pages)View decision -
Decision Reference DRN1467825
12 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Ms J says British Gas Services Limited has mishandled a claim under a home emergency insurance policy.backgroundMs J had a Homecare policy with British Gas since March 2014 for a property she rents out. In September 2015 Ms J reported an electrical problem in the ki... (2 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 DRN-3192744
3 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3192744 The complaint Ms B complains that British Gas Insurance Limited won’t cover her home emergency claim for repairs to her central heating at her let property What happened Ms B had a Home Care policy with British Gas for her let property. This covered, amongst other things, the a... (3 pages)View decision