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 DRN5698676
25 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited gave her poor service under a home care policy.background Mrs B found that a couple of radiators were not heating properly and that the system had a build-up of sludge. She complained that this was partly caused by B... (4 pages)View decision -
Decision Reference DRN-2456098
13 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2456098 The complaint Mrs M 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 pluming and drainag... (3 pages)View decision -
Decision Reference DRN-4088862
20 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4088862 The complaint Mr and Mrs L are unhappy with British Gas Insurance Limited’s (British Gas) handling of claims made for leaks at their property. What happened Mr and Mrs L have a Home Care policy with British Gas. The policy covers, amongst other things, problems with plumbing an... (9 pages)View decision -
Decision Reference DRN-3416937
23 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3416937 The complaint Mr S complains British Gas Insurance Limited unfairly declined a claim he made on his HomeCare policy What happened Mr S had boiler insurance with British Gas. As part of that he received a service. In 2020, when British Gas serviced the boiler, it said it was dan... (2 pages)View decision -
Decision Reference DRN-3307409
14 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3307409 The complaint Mr C complains British Gas Insurance Limited didn’t service his boiler, controls and central heating correctly over a number of years, cancelled an appointment for repairs at the last minute and didn’t reimburse him when he got another engineer to carry out the re... (4 pages)View decision -
Decision Reference DRN-3337124
11 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3337124 The complaint Mr P complains that British Gas Insurance Limited is responsible for poor service in connection with a claim on his 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 plumbin... (3 pages)View decision -
Decision Reference DRN9222900
27 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited gave him poor service in connection with his home care insurance policy.backgroundMr D lives in an area of hard water. He had a limescale filter attached to his hot water tank. He reported that it was leaking. He com... (2 pages)View decision -
Decision Reference DRN3293781
23 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr B lives with his wife and school- age daughter. For many years he has had British Gas insurance for his central heating. Where I refer to Brit... (5 pages)View decision -
Decision Reference DRN0182404
26 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited damaged his property when fixing a leak and several months later still haven’t repaired the damage. backgroundMr H had a home emergency insurance policy with British Gas. In February 2018, Mr H had a leak so he called Br... (2 pages)View decision -
Decision Reference DRN5714266
30 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain about a claim made for a repair to their oven under their insurance policy with British Gas Insurance Limited (British Gas).backgroundMr and Mrs M hold an insurance policy with British Gas, which includes cover for their kitchen appliances. Mr M co... (2 pages)View decision
