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 DRN7632792
11 Jan 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr H has complained about the sale of a central heating insurance policy by British Gas Services Limited. backgroundMr H held a boiler and central heating insurance policy with British Gas. In 2014, his boiler needed to be replaced. When the policy next came up for ... (3 pages)View decision -
Decision Reference DRN7201850
2 Dec 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint relates to British Gas Insurance Limited’s handling of Mr and Mrs M’s claim under a home emergency insurance policy. The policy was held in Mr M’s name but I understand that Mrs M conducted all communications with British Gas. Sadly Mr M passed away recently. The circumst... (4 pages)View decision -
Decision Reference DRN1548428
18 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs L, through their representative, say that after their tenant had reported an escape of water, British Gas Insurance Limited incorrectly diagnosed the problem which resulted in more damage to their property than would otherwise have been the case.background... (4 pages)View decision -
Decision Reference DRN-4196978
29 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4196978 The complaint Mr S has complained about alleged damage caused by British Gas Insurance Limited (‘British Gas’) following work it carried out under Mr S’s home care policy. What happened British Gas attended Mr S’s home in 2022 to carry out certain repairs to the boiler. Mr S co... (3 pages)View decision -
Decision Reference DRN2829448
9 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about a claim made under his home emergency insurance policy with British Gas insurance Limited (British Gas). He is unhappy with the difficulty in arranging an appointment as well as advice given to him when he had his boiler installed. backgroundMr C trie... (2 pages)View decision -
Decision Reference DRN-3061102
21 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3061102 The complaint Mr P complains about delays and poor standards of service from British Gas Insurance Limited, when claiming under his home emergency policy. What happened Mr P made a claim when his tenants reported there was no heating or hot water available in December 2020. The... (3 pages)View decision -
Decision Reference DRN5706079
18 Nov 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M and Mrs M have complained about the service they received from British Gas Insurance Limited following a fault with their boiler.background Mr M and Mrs M had a problem with their boiler – there was intermittent hot water and heating. Engineers attended on var... (2 pages)View decision -
Decision Reference DRN6946541
11 Dec 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H is unhappy about the way British Gas Insurance Limited (British Gas) dealt with a claim he made under his homecare policy. background Mr H had a problem with a mixer tap in his bathroom in December 2018. He says British Gas delayed in fixing the tap. British Gas sent a heating enginee... (2 pages)View decision -
Decision Reference DRN-4088006
20 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4088006 The complaint Mrs C has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy. What happened Mrs C contacted British Gas to report that water was leaking at the bottom of the hot water tank and was coming through the... (3 pages)View decision -
Decision Reference DRN-3660257
7 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3660257 The complaint Mr C complains about British Gas Insurance Limited (“British Gas”) for not carrying out annual services as required and for leaving problems with a flue undetected and unrepaired. He wants British Gas to make changes to its processes and to compensate him for the ... (3 pages)View decision