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 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 DRN4845556
7 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about British Gas Insurance Limited. He isn’t happy about the way it dealt with a claim under his home emergency policy.backgroundI considered this complaint and outlined the background to the case and my thoughts in my provisional decision as follows;Mr M’s boiler wasn... (2 pages)View decision -
Decision Reference DRN2271172
1 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited won’t reimburse him for the cost of replacing his boiler. He says that a leak which led to his boiler being condemned wasn’t spotted during the annual services carried out under his HomeCare policy.backgroundMr B has a... (3 pages)View decision -
Decision Reference DRN-1062086
18 May 2020 British Gas Services Limited Not upheldInsuranceDRN-1062086 Complaint Mr and Mrs C are unhappy with the amount of compensation that British Gas Services Ltd has offered in recognition of the distress and inconvenience it caused when it said it was unable to attend Mr and Mrs C’s home emergency leaving them to find their own plumber. Mr ... (2 pages)View decision -
Decision Reference DRN8091664
19 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited should pay for a drain repair under a home care policy.backgroundMr G had plumbing and drainage cover. He called British Gas for help with a blocked drain. He complained after British Gas said the necessary repair was not covered by hi... (2 pages)View decision -
Decision Reference DRN5677349
29 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas installed a new boiler and a hive thermostat in Mr A’s home. The work wasn’t done under his insurance policy. Mr A subsequentl... (2 pages)View decision -
Decision Reference DRN-3044410
4 Oct 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3044410 The complaint Mrs M complains that British Gas Insurance Ltd’s engineer misdiagnosed the cause of a leak, when she made a claim under her home emergency policy. What happened Mrs M made a claim under her policy to British Gas when she noticed a leak had discoloured her ceiling.... (2 pages)View decision -
Decision Reference DRN6823950
20 Aug 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs D has complained about her Homecare boiler policy from British Gas. She believes that since 2009 it has not been suitable and that she was mis-led about the level of cover that she had. backgroundMrs D had a Homecare policy with British Gas since October 1990. In A... (2 pages)View decision -
Decision Reference DRN8108379
17 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P has complained about the way British Gas Insurance Limited handled a claim made under a home emergency insurance policy.backgroundMr P held a Home Care insurance policy with British Gas, which included cover for repairs to his plumbing.In June 2018 Mr P reporte... (2 pages)View decision