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 DRN-3734072
1 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3734072 The complaint Miss C complains about how British Gas Insurance Limited (British Gas) responded under her home emergency policy when her boiler broke down. References to British Gas in this decision include their agents who provide services under the policy. What happened In Feb... (3 pages)View decision -
Decision Reference DRN-2206799
11 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2206799 The complaint Mrs K is unhappy about a water leak following some work carried out by British Gas Insurance Limited under her home emergency policy. What happened Mrs K contacted British Gas because her hot water was too hot to use. The engineer who attended said that Mrs K woul... (3 pages)View decision -
Decision Reference DRN-4408914
24 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4408914 The complaint Mrs S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs S contacted British Gas to send an engineer to find a leak in her home. Several engineers visited to try and find the lea... (3 pages)View decision -
Decision Reference DRN-3846713
22 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3846713 The complaint Miss Z has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy. References to British Gas include companies acting on its behalf. What happened Miss Z contacted British Gas when she found a leak in he... (2 pages)View decision -
Decision Reference DRN-3785046
15 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3785046 The complaint Mrs S and Mr S complain about British Gas Insurance Limited’s (“British Gas”) failure to provide a boiler service under their home emergency insurance, missing an appointment and about parts of their boiler possibly being unavailable should they need to be replace... (2 pages)View decision -
Decision Reference DRN-3646556
14 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3646556 The complaint Mrs C complains that British Gas Insurance Limited (British Gas) hasn’t offered enough compensation for the damage she says it caused to her property after carrying out repairs to her boiler under her home emergency cover. What happened On 9 January 2020, an engin... (8 pages)View decision -
Decision Reference DRN7638019
12 Dec 2017 British Gas Services Limited UpheldInsurance (excluding PPI)ComplaintMr P complains that British Gas Services Limited (British Gas) wouldn’t allow him to buy insurance cover for his new boiler which the business had supplied and fitted.backgroundFor a number of years, Mr P had had HomeCare 300 insurance cover through British ... (2 pages)View decision -
Decision Reference DRN-2447712
19 Jan 2021 British Gas Services Limited UpheldInsuranceDRN-2447712 The complaint Mr and Mrs C are unhappy with the service provided under their “HomeCare Two – Boiler, controls and central heating cover” insured by British Gas Insurance Limited (“British Gas”). What happened British Gas has carried out annual services of Mr and Mrs C’s boiler... (6 pages)View decision -
Decision Reference DRN1940977
28 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain about British Gas Insurance Limited’s handling of their home emergency insurance claim.background British Gas attended Mr and Mrs T’s property in February 2012 due to a fault with a radiator. During the visit the engineer recorded a “not to current standards” issue ... (3 pages)View decision -
Decision Reference DRN9524467
18 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr I says that British Gas Insurance Limited mis-sold kitchen appliance cover, plumbing and drains cover and home electrics cover policies to him, and has wrongfully deducted premiums for these policies from his account for a number of years. . backgroundIn 2014, Mr I a... (2 pages)View decision
