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 DRN4971419
26 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O’s complaint is about the handling of a claim under his home emergency insurance policy with British Gas Insurance Limited.backgroundIn December 2017, Mr O reported that there was a leak from his bath. British Gas sent a contractor out to repair it. I underst... (3 pages)View decision -
Decision Reference DRN-4931951
1 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-4931951 The complaint Mr A is unhappy with the overall service British Gas Insurance Limited (British Gas) provided in relation to a claim made on his Homecare agreement. Mr A is being represented by his son, Mr B, on this complaint. I realise Mr B has handled this claim and has bee... (4 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 DRN3794980
4 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited acted unfairly and unreasonably when dealing with his policy. He wants an apology and more compensation.background Mr M was a landlord who had a Homecare policy for a property he rented out. The toilet started to smell an... (4 pages)View decision -
Decision Reference DRN-4284114
8 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4284114 The complaint Mr P has complained about the service provided under his boiler and central heating insurance policy with British Gas Insurance Limited. What happened Mr P held the policy with British Gas covering the boiler, central heating plumbing and drainage of a rental prop... (5 pages)View decision -
Decision Reference DRN5728008
20 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited unduly delayed paying an insurance claim made under her Home Care policy.backgroundMrs K held a Home Care policy with British Gas that covered her kitchen appliances against mechanical fault and breakdown. Mrs K contacted ... (3 pages)View decision -
Decision Reference DRN1030698
4 Jun 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs T is unhappy with British Gas Insurance Limited’s handling of her claim for a leaking radiator. background to complaintMrs T holds a Homecare cover insurance policy, underwritten by British Gas. In February 2011, Mrs T registered a claim with British Gas becaus... (3 pages)View decision -
Decision Reference DRN-3467526
25 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3467526 The complaint Ms C's complaint is about the handling of a claim under her central heating insurance policy with British Gas Insurance Limited. What happened Ms C’s policy includes an annual service of her boiler. She says that during the annual service boiler in September ... (4 pages)View decision
