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 DRN1774420
4 Apr 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that her claim under her Home Care Policy was declined by the insurer,British Gas Insurance Limited. She also complains that the policy was mis-sold to her by the insurer’s representative, British Gas Services Limited.As British Gas Services Ltd acted o... (3 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 DRN4012089
17 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs F are unhappy with the settlement offered to them for damage caused following a claim under their home care policy with British Gas Services Limited.backgroundIn February 2017 an electrician called at Mr and Mrs F’s home to carry out electrical repairs in t... (2 pages)View decision -
Decision Reference DRN6929045
31 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy that the annual services of his boiler, carried out by British Gas Insurance Limited under his home emergency policy, have not been done in accordance with themanufacturer’s guidelines.backgroundMr L held a home emergency policy with British Gas for a nu... (2 pages)View decision -
Decision Reference DRN-2782847
28 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2782847 The complaint Mr D’s complaint is about a central heating insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in March 2021, part of which is copied below: “In December 2018 Mr D took out a policy with British Gas to... (3 pages)View decision -
Decision Reference DRN-4714735
19 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4714735 The complaint Miss B complains about British Gas Insurance Limited’s handling of her HomeCare claims. What happened Miss B holds a HomeCare policy with British Gas. She made several claims from March 2023 for issues at her property, including leaks. British Gas’s engineers atte... (3 pages)View decision -
Decision Reference DRN-3180371
24 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3180371 The complaint Mr H complains that British Gas Insurance Limited (British Gas) have not provided him with a boiler service under the terms of his policy and have repeatedly cancelled appointments. What happened Mr H holds a heating and boiler insurance policy with British Gas to... (3 pages)View decision -
Decision Reference DRN8114068
16 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C's complaint is about the handling of a claim under his central heating insurance policywith British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in February 2020, part of which is copied below: “Mr C made a claim under his policy as the water tan... (4 pages)View decision -
Decision Reference DRN3436118
15 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G’s complaint is about the handling of a claim under a home plumbing and drains insurance policy with British Gas Insurance Limited. backgroundI issued a provisional decision on this matter earlier this month, part of which is copied below: “Mrs G reported that th... (5 pages)View decision -
Decision Reference DRN-4731616
10 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4731616 The complaint Mrs G and Mr G complain that when British Gas Insurance Limited attended their property to repair a boiler leak, they caused a further leak which damaged their kitchen and dining room. What happened Mrs G and Mr G held a home emergency policy with British Gas. In ... (3 pages)View decision
