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 DRN-3070993
27 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3070993 The complaint Miss C has complained that British Gas Insurance Limited (British Gas) broke her boiler during an annual service carried out under her home emergency policy. What happened Miss C arranged for her boiler to be serviced by British Gas. During the engineer’s visit, ... (3 pages)View decision -
Decision Reference DRN4215025
17 Apr 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)summary of complaintMr T complains about British Gas Insurance Limited’s decision to decline his claim for accidental damage under his insurance policy.background to complaintMr T holds a HomeCare 400 insurance policy, underwritten by British Gas, which provides cover for accidental d... (3 pages)View decision -
Decision Reference DRN-3979976
13 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3979976 The complaint Mrs A has complained about a leak she said British Gas Insurance Limited (British Gas) caused when it carried out work under her home emergency policy. What happened British Gas sent an engineer to Mrs A’s home to deal with a leak outside her home. While he was th... (2 pages)View decision -
Decision Reference DRN-4428599
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4428599 The complaint Mr S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mr S owned a rental property. He contacted British Gas to send an engineer to fix the central heating. When the engineer visit... (2 pages)View decision -
Decision Reference DRN2233470
15 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss B has complained about the level of service she received from British Gas Insurance Limited under her home emergency insurance policy. backgroundMiss B has a property that she rents out. She took out a policy with British Gas which covered boiler service and rep... (3 pages)View decision -
Decision Reference DRN3520519
23 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains British Gas Insurance Limited won’t pay for repairs to her boiler.background Miss L has a policy for her boiler with British Gas. This policy covers a service for her boiler each year; and claims for repairs to her boiler. Towards the end of 2018, Miss L’s boiler still had... (2 pages)View decision -
Decision Reference DRN7503044
10 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is complaining that British Gas Insurance Limited (British Gas) hasn’t repaired a leak on his radiator after he made a claim on his home emergency insurance policy. He’s unhappy with the amount of compensation it’s offered. background British Gas carried out an annua... (2 pages)View decision -
Decision Reference DRN7997621
14 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T says British Gas Insurance Limited didn’t carry out annual services on her boiler, told her she needed to replace the boiler and didn’t do a repair sooner. The background to Mrs T’s complaint and my provisional findings were set out in my provisional decision ... (3 pages)View decision -
Decision Reference DRN0759821
19 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E complains that British Gas Insurance Limited mishandled his home emergency insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company of that name and I include engineers and others for whose actions I hold that company responsibl... (5 pages)View decision -
Decision Reference DRN-3866205
16 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3866205 The complaint Miss S is unhappy with the way British Gas Insurance Limited (British Gas) dealt with her claim under her HomeCare policy. What happened Miss S is a landlord and took out plumbing and drains cover with British Gas to cover her rented property. In December 2021 Mis... (4 pages)View decision