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 DRN-3264360
19 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3264360 The complaint Mr A complains about British Gas Insurance Limited’s handling of a claim about his boiler under his home emergency policy. What happened Mr A has an annual service provided under the terms of his home emergency plan with British Gas. He says the policy has been in... (3 pages)View decision -
Decision Reference DRN-4982610
23 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4982610 The complaint Miss R complains that British Gas Insurance Limited caused a leak with her boiler, which damaged her home. What happened During an annual service appointment, British Gas condemned Miss R’s boiler as unsafe and capped off the gas supply feed. A week later, Mis... (3 pages)View decision -
Decision Reference DRN-4420074
27 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4420074 The complaint Miss K and Mr S complain about how British Gas Insurance Limited handled their claim on their home emergency policy. What happened Miss K and Mr S had a home emergency policy with British Gas. In March 2022 they had a problem with their boiler and made a claim. Br... (4 pages)View decision -
Decision Reference DRN-1844487
20 May 2020 British Gas Services Limited UpheldInsuranceDRN-1844487The complaintMr N complained about the service provided by British Gas Services Limited (British Gas) under its Home Care insurance policy. What happened Mr N holds a Home Care policy with British Gas that provides servicing and breakdown cover for his boiler. In May 2019 a Brit... (3 pages)View decision -
Decision Reference DRN7839546
30 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited wrongly diagnosed the location of a leak from his central heating system and this resulted in damage to his wooden flooring.backgroundMr P experienced low pressure on his central heating boiler. A British Gas engineer wh... (2 pages)View decision -
Decision Reference DRN6979556
4 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that British Gas Insurance Limited cancelled his central heating insurance policy. backgroundMr M took out the central heating cover with British Gas on line on 12 December 2017. The policy requires that a first inspection and service should be car... (3 pages)View decision -
Decision Reference DRN6537882
20 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy with the cover British Gas Insurance Limited (British Gas) provided underhis home emergency policy.backgroundMr A has insurance with British Gas which covers repairs and an annual service of hiscentral heating system. British Gas carried out the annual service at the end of... (3 pages)View decision -
Decision Reference DRN6149208
20 Jul 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains about the inconvenience caused when British Gas Insurance Limited didn’t attend an appointment to fix his washing machine and tumble dryer under his HomeCare policy. backgroundMr B arranged for British Gas to come out on 21 April 2017 to fix his washin... (2 pages)View decision -
Decision Reference DRN9573003
15 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss L complains about the service provided by British Gas Insurance Limited when she made a claim on her home emergency policy.backgroundMiss L had a problem with her boiler. She called British Gas to request a visit from an engineer, but British Gas didn’t arra... (2 pages)View decision -
Decision Reference DRN-4242631
25 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4242631 The complaint Mr and Ms M complain that British Gas Insurance Limited repeatedly failed to accurately diagnosis a problem with their boiler under their HomeCare policy. What happened Mr and Ms M hold a HomeCare policy with British Gas for their rental property. In June 2022, ... (3 pages)View decision
