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 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 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 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 -
Decision Reference DRN0661085
20 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms Z’s complaint is about the service provided by British Gas Insurance Limited under a home emergency insurance policy. backgroundIn June 2018, Ms Z made a claim under her policy with British Gas when a toilet in her home was continuously filling. I understand it took four visits between ... (2 pages)View decision -
Decision Reference DRN6372394
1 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr B complains that when he made a claim on his home emergency policy, British Gas Services Limited failed to repair his boiler.background Mr B made a claim on his home emergency policy when his boiler stopped working. British Gas arranged for an engineer to visit. H... (3 pages)View decision -
Decision Reference DRN-1547215
17 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1547215 The complaint Mr C’s complaint is about the handling of a claim under the plumbing and drainage section of his insurance policy with British Gas Insurance Limited. What happened British Gas dealt with a claim under the policy the claim regarding a leak from an outside pipe. I u... (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 DRN6543060
9 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)The complaint relates to the service provided by British Gas Insurance Limited in relation toa ‘Homecare’ central heating insurance policy.backgroundI issued a provisional decision in this matter in June 2015, an extract from which is copied below: “Mr B has held ... (5 pages)View decision -
Decision Reference DRN-3284767
11 Feb 2022 British Gas Services Limited Not upheldInsuranceDRN-3284767 The complaint Mr P complains that British Gas Services Limited mis-sold him his home emergency insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail again here, but I’ve summarised events below. In July ... (2 pages)View decision -
Decision Reference DRN5403030
12 Aug 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited damaged her boiler and central heating system when undertaking a repair under her home emergency policy.backgroundMrs S has a Homecare 400 policy with British Gas. In November 2014 a British Gas engineer attended Mrs S... (2 pages)View decision