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 2168 results
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Decision Reference DRN-4945164
2 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4945164 The complaint Mr N and Mrs N complain about British Gas Insurance Limited’s handling of a claim made under their boiler and central heating insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary he... (5 pages)View decision -
Decision Reference DRN3638061
19 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited left her heating system in a worse state after it attempted some repairs under her Homecare 300 policy and the required repairs aren’t covered by the policy.backgroundI issued a provisional decision on this matter on 22 ... (5 pages)View decision -
Decision Reference DRN-4949579
6 Aug 2024 British Gas Services Limited UpheldInsuranceDRN-4949579 The complaint Ms R complains about British Gas Services Limited (“BGS”) and the service they provided after she made a claim on her HomeCare insurance policy following her discovery of a leak in her kitchen. What happened The claim and complaint circumstances are well known ... (4 pages)View decision -
Decision Reference DRN0838543
13 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains about what happened when he got repairs done by British Gas Insurance Limited (“BGI”).backgroundMr B told us that he rang BGI about a leak. Someone came out to fix it early in February 2018. A couple of weeks later, Mr B went back into that area of t... (4 pages)View decision -
Decision Reference DRN-2614862
22 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2614862 The complaint Mr and Mrs M have complained about the failure by British Gas Insurance Limited (BG) to repair their dishwasher during the period of UK Covid 19 lockdown restrictions whilst continuing to receive premiums. I previously issued a preliminary decision in this case bu... (5 pages)View decision -
Decision Reference DRN9812925
30 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains that British Gas Insurance Limited (“BGI”) failed to find a leak, which caused water damage to a neighbouring property.backgroundMs B said that she’d asked BGI three times to visit her flat to find a leak that was coming from the kitchen area and was causing damage to the fl... (4 pages)View decision -
Decision Reference DRN-4759537
12 Jun 2024 British Gas Services Limited Not upheldInsuranceDRN-4759537 The complaint Mr B has complained that British Gas Services Limited (BG), when servicing his boiler, increased the operating temperature and as a consequence Mr B was caused extra costs. What happened Mr B has explained that when BG’s engineers carried out annual services on hi... (2 pages)View decision -
Decision Reference DRN-5296627
24 Feb 2025 British Gas Services Limited Not upheldInsuranceDRN-5296627 The complaint Miss B complains that when British Gas Services Limited (“BG”) serviced her boiler, it didn’t notice problems with its installation. What happened Miss B had a boiler repair and servicing policy with BG covering her domestic boiler. In March 2022 Miss B had her... (3 pages)View decision -
Decision Reference DRN-3481629
17 May 2022 British Gas Services Limited Not upheldInsuranceDRN-3481629 The complaint Mr B has complained about the failure of British Gas Services Limited (BG) to provide an annual service of his gas boiler and a number of rescheduled appointments. What happened Mr B has a HomeCare agreement with BG. This provides him with some insurance products ... (3 pages)View decision -
Decision Reference DRN1099572
29 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L complains about how British Gas Insurance Limited (BG) dealt with her Homecare insurance policy claim. My references to BG include its agents.backgroundMrs L claimed on her Homecare policy with BG when she noticed signs of a leak in her hallway. BG’s engineer att... (2 pages)View decision
