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 2257 results
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Decision Reference DRN5699024
26 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave him poor service under his home care insurance policy.backgroundMr S owns a property which he lets to tenants. He had British Gas insurance cover which included the central heating boiler. The policy covered repair... (2 pages)View decision -
Decision Reference DRN9553206
20 Feb 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy with what British Gas Insurance Limited (British Gas) did after the boiler in a property he owns failed an emissions test in January 2019. backgroundMr S has insurance with British Gas which covers repairs to the boiler in his rented property. In mid-January the boiler fail... (3 pages)View decision -
Decision Reference DRN3878940
31 Jan 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited didn’t properly maintain his boiler under a home care policy, and he’s had to replace it. backgroundFrom 2013 Mr D had a home care policy with British Gas which covered his boiler. He held the policy until 2016, and i... (4 pages)View decision -
Decision Reference DRN-3727480
3 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3727480 The complaint Mrs R complains about her home emergency policy with British Gas Insurance Limited (British Gas). The complaint is about how British Gas responded to a problem with her boiler. References to British Gas in this decision include their agents who provide services un... (3 pages)View decision -
Decision Reference DRN0455558
15 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M says British Gas Insurance Limited mishandled a claim under a Home Emergency policy.backgroundMr M had a Homecare 400 policy with British Gas. In February 2017 he made a claim to British Gas for an outdoor light that had stopped working. British Gas arranged for... (2 pages)View decision -
Decision Reference DRN9310033
16 Jul 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited acted unfairly and unreasonably when carrying out repairs under a home emergency policy. He wants compensation.background Mr S had a home emergency policy with British Gas, which covered repairs required to his property’s plumbing. In Octob... (2 pages)View decision -
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-4637899
27 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4637899 The complaint Mrs B has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs B contacted British Gas when her boiler started to lose pressure. British Gas sent an engineer, who said the boiler neede... (5 pages)View decision -
Decision Reference DRN-3916259
31 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3916259 The complaint Mr A complains about his home emergency insurance policy with British Gas Insurance Limited. Any reference to British Gas includes the actions of any agents – such as engineers acting on their behalf. What happened The background to this complaint is well known to... (3 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