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 DRN7989353
19 Aug 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss F complains about the service provided by British Gas Insurance Limited under her Home Care insurance policy. background Miss F’s boiler was serviced on 7 January 2013 by British Gas. The engineer placed an “at risk” notice on the boiler following the service. He explained that the... (2 pages)View decision -
Decision Reference DRN3579629
9 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr I has complained about British Gas Services Limited. He isn’t happy about the service British Gas Services Limited provided following a repair under his home emergency policy.backgroundMr I made a claim under his home emergency policy. This was because he had p... (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 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 DRN6676822
27 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about British Gas Insurance Limited. They believe it condemned their boiler unnecessarily following a claim under their home care policy.backgroundMr and Mrs H say that British Gas incorrectly condemned their boiler. They want it to pay for... (2 pages)View decision -
Decision Reference DRN8770675
6 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs D complain about work carried out to their boiler and wiring by British Gas Insurance Limited under their HomeCare policy. They also complain that British Gas Insurance Limited continued to take premiums for Home Electrical cover after it was removed from the policy.background... (2 pages)View decision -
Decision Reference DRN8393023
11 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B is unhappy with the way British Gas Insurance Limited handled a claim on his HomeCare insurance.background In February 2017, Mr B had a dripping tap so he made a claim on his British Gas HomeCare insurance. On 16 February, British Gas sent a plumber to his home... (2 pages)View decision -
Decision Reference DRN-2888069
9 Jul 2021 British Gas Insurance Limited UpheldInsuranceDRN-2888069 The complaint Mr M complains that British Gas Insurance Limited failed to diagnose and repair a boiler fault in a reasonable timeframe. This left him and his family with no heating or hot water for approximately eight days during winter. Mr M had a HomeCare home emergency polic... (4 pages)View decision -
Decision Reference DRN-3354313
7 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3354313 The complaint Mrs C is unhappy with the way British Gas Insurance Limited (British Gas) handled her home emergency claim. What happened On 31 March 2021, Mrs C noticed all the electrical switches in her house had stopped working. The only exception to this was her lights. So, s... (3 pages)View decision -
Decision Reference DRN9460622
18 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that an engineer from British Gas Insurance Limited broke her bathroom window when he was at her home repairing a blocked toilet.backgroundMrs S has a British Gas insurance policy which covers various parts of her home. She made a claim for a blocked ... (2 pages)View decision
