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 DRN5348790
20 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.background Mrs S complained to British Gas about its handling of repeated problems with her central heating boiler. And, being unhappy with its re... (2 pages)View decision -
Decision Reference DRN2255238
20 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that British Gas Insurance Limited won’t pay his claim for replacement of his boiler under his HomeCare Insurance policy.backgroundIn October 2017 a British Gas engineer attended Mr M’s let property to carry out a landlord safety check. The following da... (2 pages)View decision -
Decision Reference DRN7255560
10 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited continued to charge her for cover when her boiler was decommissioned.backgroundMrs B held a Homecare 400 policy with British Gas, which covered her boiler and central heating system, amongst other things. In February 2011 she made a cla... (2 pages)View decision -
Decision Reference DRN-3264859
19 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3264859 The complaint Mr and Mrs A complain about British Gas Insurance Limited’s handling of ongoing claims about their heating system under their home emergency policy. What happened Mr and Mrs A say that engineers visited to fix problems with their heating and hot water system on mo... (6 pages)View decision -
Decision Reference DRN6000163
4 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Services Limited caused his radiator to leak, damaging his property.backgroundMr M has a British Gas HomeCare policy. In early November 2018 British Gas attended Mr M’s property to fix his heating. Mr M says the British Gas engineer ... (2 pages)View decision -
Decision Reference DRN8195668
15 Sep 2014 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr E complains about the service he received from British Gas Services Limited following a claim under his home emergency policy. background Mr E contacted British Gas late morning at the end of March 2013. He advised that his radiators were cold and there was a problem with his boiler. ... (2 pages)View decision -
Decision Reference DRN5379758
18 Jan 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs F called her insurer British Gas for help with a leaking toilet. She complained that its engineer gave poor service and damaged the toilet.The adjudicat... (2 pages)View decision -
Decision Reference DRN-4401871
22 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4401871 The complaint Mr Z complains about the service he received from British Gas Insurance Limited when making a claim under his HomeCare insurance 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 fo... (2 pages)View decision -
Decision Reference DRN-3938176
16 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3938176 The complaint Mrs B has complained that British Gas Insurance Limited (British Gas) didn’t carry out an annual service on her boiler under her home emergency policy. Mrs B is represented on this case by Mr B, who I will sometimes refer to as well. What happened Mrs B complained... (2 pages)View decision -
Decision Reference DRN4891919
18 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr V complains that British Gas Insurance Limited should carry out further work and pay him compensation under a home care policy.backgroundMr V suffered a leak in a central heating pipe under a floor. He complained that British Gas should move the pipe and repair his floor.The adjudicat... (2 pages)View decision