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 DRN6942169
25 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundMr S owned a flat that he let to tenant. Mr S had a policy that covered electrical repairs.Where I refer to British Gas I refer to the insurance comp... (4 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 -
Decision Reference DRN-4298799
6 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4298799 The complaint Mr U complains about the way British Gas Insurance Limited handled a claim under his HomeCare insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Mr U made a claim on his HomeCare policy i... (2 pages)View decision -
Decision Reference DRN4905260
18 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F’s complained that British Gas Insurance Limited unfairly refused to pay a claim on hisboiler and central heating insurance policy.backgroundMr F took out a policy with British Gas towards the end of 2017 for a property that he rentsout. In early 2018 British Gas arranged a ‘first serv... (5 pages)View decision -
Decision Reference DRN3163090
22 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains about the service he’s received from British Gas Insurance Limited under home emergency cover. He says his boiler has broken down numerous times since he took out the cover in 2014; that British Gas Insurance Limited has only provided temporary fixes; and that it has damaged... (3 pages)View decision -
Decision Reference DRN5928292
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr N complains that British Gas Insurance Limited hasn’t paid him compensation as agreed and that it delayed in repairing a water leak causing damage to his property’s celling.backgroundMr N had home care insurance with British Gas. He is unhappy about two issues:First, B... (3 pages)View decision -
Decision Reference DRN-4633492
20 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4633492 The complaint Mr P is unhappy with the service he received from British Gas Insurance Limited (British Gas) after making a claim under his boiler breakdown insurance policy. What happened Mr P owns a property which he lets out to tenants. He has an insurance policy provided by ... (4 pages)View decision -
Decision Reference DRN-4011502
4 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4011502 The complaint P complained about how his claim was handled and ultimately settled by British Gas Insurance Limited (“British Gas”) under his Homecare policy which included appliance cover. What happened P made a claim to British Gas when his washing machine broke down. British ... (2 pages)View decision -
Decision Reference DRN7465162
24 Feb 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs O are unhappy with the service they received from British Gas Services Limited when their boiler broke down.background Mr and Mrs O’s liquid petroleum gas (LPG) boiler broke down in February 2019. As they had homecare cover with British Gas, they contacted it and arranged for an... (4 pages)View decision -
Decision Reference DRN-2809353
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2809353 The complaint A company, which I’ll refer to as S, complains British Gas Insurance Limited reduced the level of cover under a home emergency policy without telling it and mis-diagnosed a fault with the boiler. Mr L, who is a director of S, brings the complaint on S’s behalf. W... (5 pages)View decision