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 2270 results
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Decision Reference DRN9679596
14 Jul 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited did not identify a fault with his gas fire during an annual service visit under his HomeCare policy. He also complains there was a broken appointment and the gas fire was not repaired. backgroundAn annual service was carried out at Mr W’... (2 pages)View decision -
Decision Reference DRN3635790
28 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms B and Mr M complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.background Ms B and Mr M complained to British Gas about its handling of a problem with their central heating boiler. And, being unh... (2 pages)View decision -
Decision Reference DRN8450799
15 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M is unhappy with the service provided by British Gas Insurance Limited with regard to his landlord policy. backgroundMr M has a group policy covering around eight properties that he rents out. He has complained about a number of matters relating to those policies, ... (2 pages)View decision -
Decision Reference DRN-4013110
6 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4013110 The complaint Mr M complains British Gas Insurance Limited have unfairly declined his Home Emergency Insurance claim. All references to British Gas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat t... (2 pages)View decision -
Decision Reference DRN5458156
7 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W is unhappy that British Gas Insurance Limited cancelled his annual boiler inspection. He’s also unhappy with the way his policy is worded.backgroundMr W has Home Care insurance with British Gas. Part of this policy is intended to protect his boiler against faults... (2 pages)View decision -
Decision Reference DRN-4196540
20 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4196540 The complaint Mr K complains about the way British Gas Insurance Limited dealt with a claim on his home emergency insurance policy and says the compensation offered in respect of this was too low. What happened Mr K called British Gas in December 2022 after discovering a leak f... (2 pages)View decision -
Decision Reference DRN5371838
30 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited gave him poor service under his Homecare 200 policy.backgroundMr M took out a Homecare 200 policy with British Gas to cover his hot water and central heating system. In October 2014 Mr M reported a problem with his radi... (2 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 DRN9140722
30 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained that British Gas Insurance Limited provided an inadequate insurance policy for his boiler as it needed to be replaced when it broke down as the required parts were no longer available. He believes that British Gas should not have provided the policy as it was unable ... (2 pages)View decision -
Decision Reference DRN-4507180
17 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4507180 The complaint Miss P complains that British Gas Insurance Limited failed to correctly diagnose a leak when she made a claim under her home emergency insurance policy. What happened In November 2022, Miss P reported a leak to British Gas as she had water coming through her kitch... (3 pages)View decision