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 DRN7222169
7 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms T complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include other companies and individuals insofar as I hold Britis... (3 pages)View decision -
Decision Reference DRN9337894
21 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the level of service she received from British Gas Insurance Limited over several years in relation to her HomeCare cover. backgroundMs G’s boiler was installed by a third party in 2000. Since 2006 Ms G has had various repairs carried out by Briti... (2 pages)View decision -
Decision Reference DRN2494912
15 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs R say British Gas Insurance Limited has mishandled their claim under a home emergency insurance policy.backgroundMr and Mrs R have a home emergency policy that covers their drains and plumbing. In July 2015 they contacted British Gas as they had a problem ... (2 pages)View decision -
Decision Reference DRN-1312454
30 Mar 2020 British Gas Insurance Limited UpheldInsuranceDRN-1312454 The complaintMr S complains about the way British Gas Insurance Limited (British Gas) handled a claim he made on his home emergency insurance policy. What happenedIn June 2019, Mr S’ boiler started leaking. So Mr S’ family didn’t have any hot water in their home. He made a clai... (3 pages)View decision -
Decision Reference DRN-1400316
20 May 2020 British Gas Insurance Limited UpheldInsuranceDRN-1400316 The complaintMr P complains about the way British Gas Insurance Limited has handled claims he made on his home emergency insurance policy. What happenedMr P’s policy covers the home his parents live in. In March 2019, he made a claim on his policy because their boiler wasn’t st... (3 pages)View decision -
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 DRN-3762243
19 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3762243 The complaint Mr K has complained that British Gas Insurance Limited (British Gas) broke his boiler when it was carrying out work under his home emergency policy. What happened While Mr K’s boiler was being serviced, a water leak was found coming from the boiler. So, Mr K conta... (5 pages)View decision -
Decision Reference DRN-3272308
24 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3272308 The complaint Mrs M complains about the way British Gas insurance Limited handled a claim on her home care policy following a leak from her boiler. What happened In March 2021 Mrs M contacted British Gas, she’d noticed a leak coming from her airing cupboard where her boiler was... (3 pages)View decision -
Decision Reference DRN1198022
22 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about a Home Care Cover policy he has with British Gas Insurance Limited. He’s unhappy about the time and number of visits it took to fix the problems he was having with his boiler. backgroundOn 26 October 2016, Mr C made a claim to British Gas after ... (3 pages)View decision -
Decision Reference DRN-4981217
23 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4981217 The complaint Ms R has complained that British Gas Insurance Limited (British Gas) provided poor service under her home emergency policy, which led to her boiler needing to be replaced. What happened Ms R had a home emergency policy with British Gas for several years. Durin... (5 pages)View decision
