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 DRN-5325880
27 Feb 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5325880 The complaint Mrs R complains that British Gas Insurance Limited provided poor service under a Home Care policy for a rental property which has caused her financial loss. What happened Mrs R held a Home Care policy with British Gas which covers boiler servicing and breakdow... (3 pages)View decision -
Decision Reference DRN-4810855
28 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4810855 The complaint Mr G complains British Gas Insurance Limited is responsible for him needing to purchase a new boiler. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision.... (2 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 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 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 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-3900233
23 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3900233 The complaint The estate of Mr K has complained that British Gas Insurance Limited carried on taking premiums for a HomeCare policy in the late Mr K’s name, despite a request to cancel it. What happened The late Mr K had a HomeCare policy with British Gas. His estate has said t... (2 pages)View decision -
Decision Reference DRN-4168579
26 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4168579 The complaint Mr P complained about unsatisfactory delays caused by British Gas Insurance Limited (“British Gas”) in fixing water leaks under his home emergency policy. The delays caused greater damage than would otherwise have been the case. He was unhappy with the settlement ... (2 pages)View decision -
Decision Reference DRN-4011860
24 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4011860 The complaint Mr W and Mrs W complain that British Gas Insurance Limited (British Gas) provided poor service as they cancelled several service appointments at a time when they had issues with their boiler, and then charged her two excess payments for the repair that was underta... (3 pages)View decision -
Decision Reference DRN-3574169
18 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3574169 The complaint Mr T on behalf of Mrs T has complained about the poor service she received from British Gas Insurance Limited when she made a claim under her homecare insurance policy. What happened In December 2021 Mr and Mrs T’s hot water tank split and Mr T contacted British G... (2 pages)View decision
