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 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-2013625
7 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2013625The complaintMr S complains that British Gas Insurance Limited is responsible for causing damage in connection with a home emergency insurance policy. What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include its plumbing and drainage... (4 pages)View decision -
Decision Reference DRN0731797
29 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited has been unfair when it renewed a home emergency policy for her boiler.backgroundIn 2003 Mrs C took out a home emergency policy for the boiler at her tenanted house with British Gas. The policy was renewed each year un... (2 pages)View decision -
Decision Reference DRN-5087100
7 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5087100 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas carried out the annual service on Mr M’s boiler. The engineer said no faults were found. Following this, Mr M... (3 pages)View decision -
Decision Reference DRN8237237
2 Oct 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H’s complaint is about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited. background Mr H made a claim under his policy with British Gas on 23 January 2019, as there was a leak from his water cylinder. British Gas sent one of its contr... (4 pages)View decision -
Decision Reference DRN-4617458
26 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4617458 The complaint Mr and Mrs B complained that British Gas Insurance Limited (“British Gas”) failed to diagnose an issue with their hot water valve under their home emergency policy. What happened Mr and Mrs B said their hot water valve was faulty which resulted in higher-than-norm... (3 pages)View decision -
Decision Reference DRN7554695
22 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s representative is unhappy with the service received from British Gas Insurance Limited. In particular he feels that the attempts to repair the boiler under the Home Care Policy have been unsatisfactory, its customer service has been poor and that the annual service has not been car... (3 pages)View decision -
Decision Reference DRN5622772
14 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited gave him poor service under a boiler insurance policy. backgroundBritish Gas did an annual service of Mr T’s boiler in June 2012. About a year later, British Gas said that the exhaust flue was severely corroded. Its engineer said Mr T’s bo... (2 pages)View decision -
Decision Reference DRN5157946
15 Dec 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr H contacted British Gas in 2014 as his heating boiler was making noises. British Gas attended and told Mr H a magnabooster was needed a... (2 pages)View decision -
Decision Reference DRN5405038
4 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs L’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limitedto British Gas Insurance Limited. This is because we have no j... (6 pages)View decision