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 2178 results
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Decision Reference DRN7258158
27 Apr 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs S took out a policy. She complained that – when British Gas first visited – it turned off her boiler and said she would have to pay for a new heat... (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 DRN-1807769
5 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1807769 The complaintMr R 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 other companies and ind... (2 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 DRN5114983
26 Sep 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C are unhappy with the service they received from British Gas Insurance Limited (British Gas) when it attended their home to fix their gas cooker.background Mr and Mrs C had gas appliance cover, which provided cover for their cooker. They’ve explained a Br... (3 pages)View decision -
Decision Reference DRN5140099
4 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R is unhappy with British Gas Insurance Limited’s handling of a claim under his home emergency insurance policy.background Mr R says that delay in properly repairing a leak from his central heating system has meant that water continued to escape from the overflow pi... (3 pages)View decision -
Decision Reference DRN1187668
12 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited acted unfairly and unreasonably when dealing with his claim under an insurance policy. He wants the cost of the access work done refunded and compensation.backgroundMr S had a kitchen appliance policy with British Gas. Hi... (2 pages)View decision -
Decision Reference DRN7591477
1 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains about the service she received from British Gas Insurance Limited under her home emergency policy when her heating stopped working properly.background When Mrs T’s boiler was cutting out and some of her radiators stopped working, British Gas’ service team... (3 pages)View decision -
Decision Reference DRN-2887336
5 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2887336 The complaint Mr and Mrs F’s complaint is about the service provided in relation to a boiler insurance policy with British Gas Insurance Limited. What happened In 2018, Mr and Mrs F says the boiler would repeatedly cut out and they made a number of claims under the policy. They... (3 pages)View decision -
Decision Reference DRN4668269
14 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss T complains that British Gas Insurance Limited mishandled her cancellation of its home care insurance policy. backgroundMiss T had a British Gas insurance policy. She had a direct debit to pay the yearly premium by monthly instalments. After she cancelled the policy,... (2 pages)View decision
