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 DRN6729123
20 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B have complained about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. Mr and Mrs B are represented in this complaint by their son. Any time I refer to Mr and Mrs B in this decision, it should be r... (3 pages)View decision -
Decision Reference DRN1001854
29 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited mishandled his claim under his home emergency insurance policy.backgroundIn 2010 Mr M had a back boiler system fitted by British Gas. This system was connected to an electric heater.Mr M took out a HomeCare 400 policy ... (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 DRN4895339
21 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs F is unhappy with the service provided by British Gas Insurance Limited in relation to her boiler, central heating and plumbing and drainage insurance policy.backgroundIn October 2016, Mrs F contacted British Gas to make a claim as her boiler was notworking prope... (3 pages)View decision -
Decision Reference DRN4888414
17 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P says that British Gas Insurance Limited caused a water leak in his kitchen when carrying out work under his central heating insurance policy.backgroundIn October 2013, British Gas carried out an annual service on the boiler and decided that the expansion ve... (2 pages)View decision -
Decision Reference DRN-4036740
21 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4036740 The complaint Mr Y complains that British Gas Insurance Limited charged him two policy excesses for repairs carried out on 21 February 2022 and 17 June 2022. He believes that the repairs were related so only one excess should have been charged. He’s also unhappy about the level... (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 DRN-4955429
17 Oct 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4955429 The complaint Mr Y has complained that his home emergency insurance policy with British Gas Insurance Limited (‘British Gas’) was mis-sold to him as it contains an exclusion in relation to steel composite pipes which means he was never fully covered under the policy. What h... (4 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 DRN5992247
1 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B is unhappy that British Gas Insurance Limited has refused to carry out certain repairs to her central heating system under her ‘HomeCare’ central heating cover policy, and has charged her for the work. background Mrs B held a plumbing and drainage policy, as well as cover for her ... (3 pages)View decision
