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-2094378
17 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-2094378The complaintMr W and Mrs W are unhappy that British Gas Insurance Limited didn’t carry out an annual boiler service every 12 months as part of their home emergency policy. What happenedMr W and Mrs W complained to British Gas that, over a number of years, it hadn’t carried out ... (3 pages)View decision -
Decision Reference DRN1102561
16 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G’s complaint is about his boiler insurance cover with British Gas Insurance Limited. backgroundMr G took out his policy with British Gas in June 2014. He was issued with policy documents confirming that he had a ‘Homecare 100’ policy which included an annual s... (2 pages)View decision -
Decision Reference DRN4024890
13 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about the way British Gas Services Limited handled a claim under his homecare policy.backgroundMr H had a home care policy with British Gas for two flats he rented out. On 5 February 2017, he contacted it to make a claim because the boiler wasn’t working properly, affecting ... (4 pages)View decision -
Decision Reference DRN-3283403
9 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3283403 The complaint Mrs P complains about British Gas Insurance Limited’s handling of a claim involving a washing machine under her home emergency policy. Mrs P is represented by her daughter Miss P in her complaint. Any reference to British Gas includes its agents and contractors. W... (4 pages)View decision -
Decision Reference DRN-4788343
9 May 2024 British Gas Insurance Limited UpheldInsuranceDRN-4788343 The complaint Mr A complains that British Gas Insurance Limited didn’t locate a leak when he called them out and as a result, the ceiling in the flat below collapsed. What happened Mr A held a home emergency policy with British Gas to cover his flat which was rented out. In No... (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 DRN7058584
3 Jun 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs C’s husband complains (on her behalf) that British Gas Services Limited should refundsome of its charges for its home care policy.backgroundBritish Gas HomeCare 200 covers central heating. HomeCare 400 covers, in addition,plumbing, drainage and electrical wiring. M... (3 pages)View decision -
Decision Reference DRN-3008999
16 Sep 2021 British Gas Services Limited Not upheldInsuranceDRN-3008999 The complaint Mr T is unhappy with the customer service he received from British Gas Services Limited (British Gas) in relation to his HomeCare policy. His annual boiler service was cancelled, and he believes his policy was misrepresented. What happened Mr T had a HomeCare pol... (3 pages)View decision -
Decision Reference DRN5945242
18 Nov 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M has complained about the way British Gas Insurance Limited (British Gas) dealt with a claim she made on her home emergency insurance policy after her boiler stopped working. background I issued a provisional decision on this complaint last month. An extract from that decision follows... (7 pages)View decision -
Decision Reference DRN-3260585
27 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3260585 The complaint Mr F complained that British Gas Insurance Limited (“British Gas”) provided an unfair settlement under his kitchen appliance cover. What happened British Gas inspected a fault on Mr F’s tumble dryer, but British Gas were unable to fix the fault. It said the parts ... (2 pages)View decision
