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 2255 results
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Decision Reference DRN9914067
30 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs P complain that British Gas Insurance Limited mishandled their home care insurance policy.backgroundMr and Mrs P called British Gas for help with a leaking pipe. They complained that British Gas told them it didn’t cover their pipes because they were made o... (2 pages)View decision -
Decision Reference DRN-1943946
10 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-1943946 The complaintMrs P complains that British Gas Insurance Limited is responsible for poor service in connection with her 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 indi... (3 pages)View decision -
Decision Reference DRN-2379751
4 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2379751 The complaint Mr A has complained about British Gas Insurance Limited’s (British Gas) decision to decline a claim he made under his joint homecare insurance policy with Mrs K. Mr A says an outside vent from his boiler was accidentally damaged by the soil vent pipe. What happene... (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 -
Decision Reference DRN2457777
9 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs J complain British Gas Insurance Limited has caused damage to their property following a power flush clean of their heating system. This was as a result of a previous complaint upheld by the ombudsman service. This decision involves businesses working on behalf of British Gas. F... (8 pages)View decision -
Decision Reference DRN9330046
1 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited mishandled his claim on a home emergency insurance policy.background Mr T lives in the United Kingdom. His father is over 65 years old and has a heart condition. So he should be kept warm. As he usually lives outsid... (5 pages)View decision -
Decision Reference DRN3423255
26 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)and backgroundMr A complains that British Gas Insurance Limited (“British Gas”) caused damage to his kitchen when it sent an engineer to fix his boiler in August 2016. He wants British Gas to cover the cost of repairing three main areas of damage.I’ve attached my pr... (5 pages)View decision -
Decision Reference DRN4267481
23 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited gave him poor service under a home care policy.backgroundMr C had a hot water cylinder in his roof space. It failed and caused damage to the bedroom below. He complained that British Gas should have warned him. He also complained that it... (2 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 DRN-2082394
1 Sep 2020 British Gas Services Limited UpheldInsuranceDRN-2082394The complaintMr L is unhappy at how British Gas Services Limited dealt with a boiler repair under a home emergency policy. What happenedA British Gas engineer visited Mr L’s property on 1 January 2020 to fix a boiler breakdown. But the boiler wasn’t fixed, and Mr L was told it’d... (3 pages)View decision