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 DRN6437556
18 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.backgroundMr and Mrs M reported a water leak in their garden. British Gas attended and concluded the leak was from a shared external w... (2 pages)View decision -
Decision Reference DRN9791930
13 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs W’s complaint is about the service provided by British Gas Insurance Limited inrelation to a central heating insurance policy.backgroundI issued a provisional decision on this matter in November 2019, part of which is copied below: “Mr and Mrs W reported that the pressure in the... (3 pages)View decision -
Decision Reference DRN-3086158
22 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3086158 The complaint Mr F complains that British Gas Insurance Limited postponed a number of appointments when the heating broke down in his children’s bedroom. As a result Mr F felt he had little choice other to cancel the policy and arrangeme a third-party repair. He’d like to be re... (2 pages)View decision -
Decision Reference DRN8885844
4 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms L complains about the poor service she received from British Gas Insurance Limited when she made a claim under her HomeCare insurance policy.background Ms L made a claim for a problem with her boiler on 3 January 2013. British Gas visited Ms L’s home on 3 January and ordered a part, ... (2 pages)View decision -
Decision Reference DRN0768322
30 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains about British Gas Insurance Limited (British Gas) not carrying out an annual service every 11 to 13 months. backgroundMr W holds a HomeCare insurance policy with British Gas. He complained to British Gas and asked it to pay him compensation for not carryi... (2 pages)View decision -
Decision Reference DRN4311115
14 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is unhappy British Gas Insurance Limited (British Gas) has charged him an excess after he made a claim on his home emergency insurance policy.backgroundMr J has explained he contacted his home emergency insurer, British Gas, to make a claim after he discovered that the heating at his ... (3 pages)View decision -
Decision Reference DRN5636191
22 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs D’s complaint arises from a central heating insurance policy withBritish Gas Insurance Limited.backgroundI issued a provisional decision on this matter in May 2020, part of which is copied below: “Mr and Mrs D have held a policy with British Gas for some years. In October 2018, ... (6 pages)View decision -
Decision Reference DRN4116724
7 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains about the workmanship of British Gas Insurance Limited (“British Gas”) when it installed a hot water tank and expansion vessel at his property. backgroundBritish Gas attended Mr J’s property in January 2013 to install a hot water tank and expansion vessel. Mr J said the exp... (2 pages)View decision -
Decision Reference DRN0047755
12 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L has complained that British Gas Insurance Limited won’t cover the damage to her property. Mrs L believes that the damage wouldn’t have occurred if British Gas’ engineer had done his job effectively.backgroundThe tenants living at Mrs L’s property reported a... (3 pages)View decision -
Decision Reference DRN4895339
21 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs F is unhappy with the service provided by British Gas Insurance Limited in relation to her boiler, central heating and plumbing and drainage insurance policy.backgroundIn October 2016, Mrs F contacted British Gas to make a claim as her boiler was notworking prope... (3 pages)View decision