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 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 DRN2392012
5 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr D had a British Gas HomeCare policy. It included cover for plumbing and drainage. Where I refer to British Gas I refer to the insurance company of that nam... (4 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 -
Decision Reference DRN3520519
23 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains British Gas Insurance Limited won’t pay for repairs to her boiler.background Miss L has a policy for her boiler with British Gas. This policy covers a service for her boiler each year; and claims for repairs to her boiler. Towards the end of 2018, Miss L’s boiler still had... (2 pages)View decision -
Decision Reference DRN-4175142
6 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4175142 The complaint Mr M complains about the service he received from British Gas Insurance Limited after his boiler developed a fault. What happened Mr M held a Homecare agreement with British Gas. The policy that is relevant to this complaint commenced on 9 January 2022 although Mr... (4 pages)View decision -
Decision Reference DRN1664158
8 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited mishandled his home care insurance policy.backgroundBritish Gas was the insurer responsible for dealing with claims under Mr A’s policy. Where I refer to British Gas or the insurer I refer to the insurance company by that ... (5 pages)View decision -
Decision Reference DRN6391625
24 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains about the service provided by British Gas Services Limited when it conducted an annual service of a gas fire under a home care policy.backgroundMr S had a Homecare policy with British Gas. This policy covered the annual service of a gas fire. When the en... (2 pages)View decision -
Decision Reference DRN-1627562
29 Jun 2020 British Gas Insurance Limited Not upheldInsuranceThe complaint Mr B complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened Where I refer to British Gas I refer to the insurance company of that name and I include its associated plumbing and drainage ... (2 pages)View decision -
Decision Reference DRN-3157806
9 Dec 2021 British Gas Services Limited UpheldInsuranceDRN-3157806 The complaint Mr B and Mr C complain about British Gas Services Limited (“British Gas”) for failing to carry out annual services under their heating and appliance insurance. They think that this led to the boiler failing and needing to be replaced. They want British Gas to reim... (5 pages)View decision -
Decision Reference DRN2834523
26 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D is unhappy British Gas Insurance Limited (British Gas) hasn’t compensated him for the new boiler he needed to purchase and have fitted. He feels British Gas should compensate him for this under his HomeCare insurance policy.backgroundMr D has a home emergency insu... (5 pages)View decision
