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 DRN7535755
11 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L is unhappy with the servicing of her gas fire by British Gas Insurance Limited and withwhat it did after the fire stopped working.background Mrs L had a new gas fire installed in her property in 2009. After the manufacturer’s warrantyon this expired she added this to an existing home... (4 pages)View decision -
Decision Reference DRN-3850552
12 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3850552 The complaint Mr W complains about British Gas Insurance Limited (“British Gas”) for the way it dealt with repairs to his boiler. He wants British Gas to reimburse him for part of the costs of his replacement boiler. What happened Mr W had a type of boiler which stopped being p... (3 pages)View decision -
Decision Reference DRN-4306184
31 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4306184 The complaint Mrs B complains about the way British Gas Insurance Limited dealt with a claim she made under her Home care insurance policy. What happened I’ll summarise the main points about this dispute: Mrs B had a policy with British Gas which included drains and plumbing c... (3 pages)View decision -
Decision Reference DRN-3956042
17 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3956042 The complaint Mr S has complained about the way British Gas Insurance Limited (‘British Gas’) have handled a claim he made on his home emergency insurance policy. What happened Mr S experienced a loss of electricity at all of the sockets at his home in the kitchen and ground fl... (3 pages)View decision -
Decision Reference DRN-3087427
1 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3087427 The complaint Miss S complains about the way British Gas Insurance Limited (British Gas) dealt with reports of a gas leak at her home. She wants compensation for the distress and inconvenience she and her family have suffered. What happened Both parties know what happened durin... (3 pages)View decision -
Decision Reference DRN8325339
18 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C and Ms G complain that British Gas Insurance Limited hasn’t handled their claim under their home emergency policy properly. backgroundMr C and Ms G have a home emergency policy with British Gas. In December 2017, the electrical system in their home became uns... (2 pages)View decision -
Decision Reference DRN1467825
12 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Ms J says British Gas Services Limited has mishandled a claim under a home emergency insurance policy.backgroundMs J had a Homecare policy with British Gas since March 2014 for a property she rents out. In September 2015 Ms J reported an electrical problem in the ki... (2 pages)View decision -
Decision Reference DRN-4073681
26 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4073681 The complaint Mrs W has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home insurance policy. References to British Gas include companies acting on its behalf. What happened Mrs W contacted British Gas to send an engineer to deal w... (3 pages)View decision -
Decision Reference DRN4014533
29 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M’s complaint arises from a claim she made under her boiler and central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 December 2017, a British Gas engineer attended Mrs M’s home to carry out a repair on her boiler. The engineer apparen... (2 pages)View decision -
Decision Reference DRN-3879852
11 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3879852 The complaint Mrs G complains about the service she received from British Gas Insurance Limited under her HomeCare policy after she purchased a new boiler and water cylinder. What happened Mrs G holds a HomeCare policy with British Gas Insurance Limited – hereafter referred to ... (4 pages)View decision
