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 DRN0023406
15 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L’s complaint relates to the length of time it took British Gas Insurance Limited to diagnose a problem on their boiler during a claim under their home emergency insurance policy. background Mr and Mrs L made a claim to British Gas in early October 2012 because the pressure o... (3 pages)View decision -
Decision Reference DRN4984642
11 Mar 2020 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs K’s complaint is about the handling of a claim under her Home Electrical Cover insurance policy with British Gas Insurance Limited.The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limited. This is because we have no juri... (3 pages)View decision -
Decision Reference DRN-4465952
16 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4465952 The complaint Mr and Mrs N complain about the way British Gas Insurance Limited has administered their home emergency insurance policy. What happened Mr and Mrs N have held a home emergency insurance policy with British Gas for a number of years. In 2018, their boiler was repla... (2 pages)View decision -
Decision Reference DRN-1758222
16 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1758222The complaintMrs W complains about the homecare cover provided by British Gas Insurance Limited. She says she replaced a boiler unnecessarily. What happenedMrs W was having problems with her boiler. When she made a claim under her British Gas homecare cover the engineer said her... (2 pages)View decision -
Decision Reference DRN3895816
31 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms A’s complaint arises from a home emergency insurance policy held with British GasInsurance Limited.backgroundI issued a provisional decision on this matter in November 2019, part of which is copied below: “Ms A contacted British Gas in March 2018, as she had accidentally cut through a w... (3 pages)View decision -
Decision Reference DRN1908155
17 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited failed to identify and resolve a leak, whichhe believes has reduced the lifespan of the boiler. Mr D also complains that British Gas havefailed to resolve a leak from his hot water cylinder.backgroundI issued a provis... (6 pages)View decision -
Decision Reference DRN-1993196
9 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-1993196 The complaintMrs S is unhappy about how British Gas Insurance Limited dealt with claims under her home emergency policy. What happenedIn October 2018, Mrs S contacted British Gas because there was a water leak in her bathroom. She said an engineer attended and spent less than ... (3 pages)View decision -
Decision Reference DRN5842528
28 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains about British Gas Insurance Limited’s service under her home care policy.background Miss C contacted British Gas late evening of 3 April about a leak in her bathroom causing water damage in her kitchen. The hot water had to be turned off. She wanted ... (2 pages)View decision -
Decision Reference DRN2111026
5 Oct 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs H complains that British Gas Services Limited gave her poor service under a home care insurance policy.backgroundMrs H had problems with her central heating and hot water. She called British Gas for help in 2013. It recommended a power flush. Later she got someon... (2 pages)View decision -
Decision Reference DRN-3247812
7 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3247812 The complaint Mr B complained about work carried out by British Gas Insurance Limited (“British Gas”) under his home emergency policy and felt his subsequent claim was unfairly declined. What happened British Gas visited Mr B’s property twice to fix leaks on his shower. On the ... (2 pages)View decision
