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 2181 results
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Decision Reference DRN4881335
18 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms J’s complaint relates to British Gas Insurance Limited’s decision not to replace her boiler and gas fire, after she believes its engineer damaged both appliances during visits to her property. Ms J is also unhappy with the service provided by British Gas generally and the behaviour of... (5 pages)View decision -
Decision Reference DRN0731797
29 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited has been unfair when it renewed a home emergency policy for her boiler.backgroundIn 2003 Mrs C took out a home emergency policy for the boiler at her tenanted house with British Gas. The policy was renewed each year un... (2 pages)View decision -
Decision Reference DRN-4916389
22 Jul 2024 British Gas Insurance Limited UpheldInsuranceDRN-4916389 The complaint Mr B is unhappy with the service he received from British Gas Insurance Limited under his HomeCare agreement. What happened Mr B’s policy with British Gas includes an annual service of his boiler. Mr B had arranged an appointment for his service to take place o... (3 pages)View decision -
Decision Reference DRN4299597
29 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance.background Mr D had a British Gas policy that he cancelled in September 2018 and another that he took out on 21 December 2018. That policy covered Mr D’s centra... (5 pages)View decision -
Decision Reference DRN-2129635
28 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-2129635The complaintMiss A complains that British Gas Insurance Limited mishandled her claim on a homeemergency insurance policy.What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include itsassociated plumbing and drainage company and others... (3 pages)View decision -
Decision Reference DRN3708119
21 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J is complaining that British Gas Insurance Limited hasn’t fixed her boiler after she claimed for damage on her home emergency insurance policy.backgroundMrs J had a home emergency insurance policy through British Gas which she renewed each year. Under the terms of t... (3 pages)View decision -
Decision Reference DRN7503044
10 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is complaining that British Gas Insurance Limited (British Gas) hasn’t repaired a leak on his radiator after he made a claim on his home emergency insurance policy. He’s unhappy with the amount of compensation it’s offered. background British Gas carried out an annua... (2 pages)View decision -
Decision Reference DRN-3070993
27 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3070993 The complaint Miss C has complained that British Gas Insurance Limited (British Gas) broke her boiler during an annual service carried out under her home emergency policy. What happened Miss C arranged for her boiler to be serviced by British Gas. During the engineer’s visit, ... (3 pages)View decision -
Decision Reference DRN4215025
17 Apr 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)summary of complaintMr T complains about British Gas Insurance Limited’s decision to decline his claim for accidental damage under his insurance policy.background to complaintMr T holds a HomeCare 400 insurance policy, underwritten by British Gas, which provides cover for accidental d... (3 pages)View decision -
Decision Reference DRN-4988491
29 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4988491 The complaint Mr C’s complaint is about the service provided under his home emergency insurance policy with British Gas Insurance Limited. What happened Mr C holds the policy with British Gas for a property he lets out. In July 2022, Mr C contacted British Gas to make a clai... (5 pages)View decision
