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-4530308
24 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4530308 The complaint Mr M complains British Gas Insurance Limited damaged his boiler by failing to take appropriate actions under his HomeCare insurance policy. What happened Mr M is a landlord. In 2021 a boiler in his property had a problem. He claimed against his British Gas HomeCar... (2 pages)View decision -
Decision Reference DRN6460620
29 Sep 2016 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs W has complained that plumbers from British Gas Services Limited’s (“British Gas”) caused damage when carrying out a repair at her home.background Mrs W had a water leak at her home, so she claimed on an insurance policy she had with British Gas. She says British... (3 pages)View decision -
Decision Reference DRN-2045719
30 Jul 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2045719 The complaintMiss L complains that British Gas Insurance Limited is responsible for poor service inconnection with a home emergency insurance policy.What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I includeother companies and indivi... (3 pages)View decision -
Decision Reference DRN9783085
7 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms K’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited. backgroundIn June 2014 Ms K was advised by British Gas to have a new boiler installed, as hers wasn’t working. However, British Gas later ... (2 pages)View decision -
Decision Reference DRN-3160824
16 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3160824 The complaint Mr C complained about the standard of service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened One evening in February 2021, Mr C identified a radiator was leaking in his bedroom when his carpet was “soa... (3 pages)View decision -
Decision Reference DRN-2735260
12 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2735260 The complaint Mr N complains about the service provided by British Gas Insurance Limited (British Gas) under his Home Care policy. In considering Mr N’s complaint I’ve only looked at those aspects that fall within the jurisdiction of this service. I’ve not considered those aspe... (5 pages)View decision -
Decision Reference DRN-5393676
13 Mar 2025 British Gas Insurance Limited UpheldInsuranceDRN-5393676 The complaint Miss D has complained about the service provided by British Gas Insurance Limited under her boiler central heating insurance policy. What happened Miss D experienced problems with her boiler in late 2023. She duly reported the matter to British Gas as it insur... (6 pages)View decision -
Decision Reference DRN-4025787
22 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4025787 The complaint Mrs D has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home care policy. Reference to British Gas in this decision letter includes its agents and contractors acting under the relevant policy. Reference to Mrs D i... (5 pages)View decision -
Decision Reference DRN-2941025
7 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2941025 The complaint Mr B is unhappy that British Gas won’t cover the cost of a replacement boiler under his HomeCare policy. What happened Mr B took out an upgraded HomeCare policy with British Gas in November 2020. Prior to this he held a policy with British Gas that was provided to... (3 pages)View decision -
Decision Reference DRN-4984416
30 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4984416 The complaint Mr I’s complaint is about the handling of a claim under his boiler and central heating insurance policy with British Gas Insurance Limited. What happened Mr I held the policy with British Gas for a property he rents out. The policy includes an annual service of... (7 pages)View decision
