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 DRN2492440
7 Dec 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited hasn’t followed his instructions and sent his personal details to the wrong address. backgroundMr A has two HomeCare policies. One covers his home and the other covers a property that he rents out. Mr A raised a number ... (3 pages)View decision -
Decision Reference DRN2894728
28 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited damaged his boiler when it did a service under his home care insurance. He’s also unhappy about how it dealt with his complaint.backgroundIn October 2014 Mr W took out home care insurance with British Gas. It did a ser... (3 pages)View decision -
Decision Reference DRN7259596
21 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited wouldn’t replace boiler parts under his home care policy and that it cancelled an appointment to do a power flush to his central heating system.backgroundMr D says British Gas has twice refused to replace a water pump an... (2 pages)View decision -
Decision Reference DRN-2823014
18 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2823014 The complaint Miss R’s complaint is that British Gas Insurance Limited didn’t repair the damage it caused when it accessed and fixed a leak in her property. What happened Around August 2020, Miss R asked British Gas to fix a leak in her property under her Homecare policy. She s... (4 pages)View decision -
Decision Reference DRN5774434
6 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is bringing this complaint on behalf of the estate of his late mother, Mrs S, about a boiler and heating insurance policy provided by British Gas Insurance Limited. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limit... (3 pages)View decision -
Decision Reference DRN7434318
11 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P says that British Gas Insurance Limited mishandled a claim under a home emergency policy when the boiler at her tenanted property stopped working. background In February 2018 the boiler at Mrs P’s tenanted property developed a fault and the central heating sto... (4 pages)View decision -
Decision Reference DRN-2069844
13 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2069844The complaintMr G complains that British Gas Insurance Limited mishandled his claim on a home emergency insurance policy. What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include other companies and individuals insofar as I hold that... (3 pages)View decision -
Decision Reference DRN1233868
4 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss P complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include its engineers and others for whose actions I hold it resp... (3 pages)View decision -
Decision Reference DRN9820800
26 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about a central heating insurance policy provided by British Gas Insurance Limited. backgroundMr M held plumbing and drains, home electrical and kitchen appliance insurance cover with British Gas. On 26 January 2018, he contacted British Gas to discus... (2 pages)View decision -
Decision Reference DRN-3273255
1 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3273255 The complaint Mr K complains about the level of service received from British Gas Insurance Limited following a claim against his homecare policy. What happened Mr K’s boiler was deemed unrepairable by British Gas in October 2020. As such, they advised him to replace the boiler... (3 pages)View decision