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 DRN6233231
3 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited changed the terms of his home emergency insurance cover, requiring him to install a magnabooster in order to receive the full benefit of the policy. backgroundAn annual service of Mr R’s boiler was conducted in August 2012. At that ti... (2 pages)View decision -
Decision Reference DRN8235738
25 Apr 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G are unhappy with British Gas Insurance Limited’s service in relation to a home emergency insurance policy.backgroundIn December 2015, Mr and Mrs G found out that they only had one water tank in their property, while having their boiler replaced. The same ... (2 pages)View decision -
Decision Reference DRN2843388
17 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T’s complaint is that British Gas Insurance Limited mis-sold kitchen appliance cover to him.backgroundMr T made a claim on his kitchen appliance cover in December 2016 after a problem with his fridge-freezer. British Gas told him that it would be five days until it ... (2 pages)View decision -
Decision Reference DRN5745569
13 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S has complained that British Gas Insurance Limited told him his HomeCare policy had been cancelled and so he had to pay for a private engineer to fix his boiler.backgroundMr S had a problem with his boiler and called British Gas to request an engineer attend. ... (1 page)View decision -
Decision Reference DRN-4173007
9 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4173007 The complaint Ms G is unhappy with the service she received from British Gas Insurance Limited after making a claim under her home emergency policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focu... (2 pages)View decision -
Decision Reference DRN0634885
17 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B’s complaint concerns British Gas Insurance Limited’s failure to carry out an annual service during a policy year and other missed appointments. This policy runs from 17 December to 16 December each year the cover is renewed.backgroundMr B holds a policy with British Gas which enti... (2 pages)View decision -
Decision Reference DRN1888638
18 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“British Gas”) has refused to meet the cost of repairs to the flat beneath his, caused by a water leak. Mr A believes British Gas should have identified the cause of the water leak when its contractor first came to hi... (3 pages)View decision -
Decision Reference DRN1071025
5 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S’s complaint is about the handling of a claim under their central heatinginsurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in February 2020, part of which is copied below: “British Gas attended to a leak under the dinin... (3 pages)View decision -
Decision Reference DRN-3034126
21 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3034126 The complaint Mr N complains that British Gas Insurance Limited provided a poor standard of service when he claimed under his home emergency policy. What happened Mr N’s boiler stopped working in March 2021. This left him and his family without heating or hot water. He contacte... (2 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