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 DRN8460760
12 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S’s complaint arises from his boiler insurance policy with British Gas Insurance Limited.backgroundBritish Gas came out twice in March 2018 to carry out work on Mr S’s boiler after he transferred his policy to a new address. He received two invoices of £60 eac... (2 pages)View decision -
Decision Reference DRN7862898
7 Aug 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms D complains that British Gas Insurance Limited has declined to make good damage to her property’s ceiling after they attended to a home emergency under her Homecare policybackgroundA British Gas heating engineer visited Ms D’s property as she reported that her home w... (3 pages)View decision -
Decision Reference DRN1684152
8 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G’s complaint concerns British Gas Insurance Limited’s handling of a claim under his home emergency insurance policy. backgroundIn August 2017, Mr G reported a leak to British Gas; he said that water was leaking through the kitchen ceiling above the gas hob. Briti... (2 pages)View decision -
Decision Reference DRN-3401418
13 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3401418 The complaint Mrs K complains that British Gas Insurance Services Limited (“British Gas”) mishandled her claim. The details of this complaint are well known to both parties and have also been set out extensively by the investigator before me, so I don’t intend to repeat everyth... (2 pages)View decision -
Decision Reference DRN3647162
3 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T’s complaint is that British Gas Insurance Limited damaged the gas pipe to his cooker and subsequently caused an explosion in his home.backgroundIn March 2012, an engineer attended Mr T’s property to carry out a repair to the toilet. In order to complete the repair, the engineer tur... (2 pages)View decision -
Decision Reference DRN9229525
10 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited hasn’t completed an annual service to his boiler for a number of years. He says this is due to the presence of asbestos, and he didn’t receive the annual invites to book a service.backgroundMr R had a British Gas in... (2 pages)View decision -
Decision Reference DRN1195387
28 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr Y has complained about the handling of a claim under his home plumbing insurance policy with British Gas Insurance Limited.backgroundMr Y contacted British Gas in November 2015, as the flush mechanism on a toilet in his property wasn’t working. I understand the prob... (2 pages)View decision -
Decision Reference DRN1711959
16 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss L complains that – when she asked for help under a home care policy - British Gas Insurance Limited caused water damage to her home. backgroundMiss L called British Gas for help with her central heating. She later complained that it had caused an escape of water from a radiator.Th... (2 pages)View decision -
Decision Reference DRN-1537223
27 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1537223The complaintMr L complains that British Gas Insurance Limited failed to replace all the parts in his boiler - following a repair claim on his policy.What happened Mr L had a British Gas Homecare insurance policy which he could claim for boiler repairs on. Mr L made a claim for ... (2 pages)View decision -
Decision Reference DRN3680014
19 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that British Gas Insurance Limited gave her poor service under a home care policy.backgroundBritish Gas told Mrs G her boiler was “ immediately dangerous”. She complained that this left her without central heating for months – although in fact her boiler was not unsafe.Th... (2 pages)View decision
