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 DRN8752714
4 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about British Gas Insurance Limited’s failure to identify a leak in a radiator, causing damage to her parent’s property. The background to this complaint, and my provisional findings, were set out in my provisional decision dated July 2015 as follows:“back... (3 pages)View decision -
Decision Reference DRN0947669
16 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B has complained about the way British Gas Insurance Limited handled a claim made under their home emergency insurance policy.background Mrs B holds a HomeCare policy with British Gas, covering a property she owns with Mr B in the Isle of Wight. It provides brea... (4 pages)View decision -
Decision Reference DRN9037457
21 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains British Gas Insurance Limited didn’t make it clear his policy would no longer cover problems to do with his heating system circulating water.backgroundMr H contacted British Gas in January 2017 after noticing water leaking from a radiator. A British Gas ... (3 pages)View decision -
Decision Reference DRN-3555540
12 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3555540 The complaint Mrs N is unhappy with the repair that British Gas Insurance Limited carried out, following a claim she made under the HomeCare policy she holds with them. What happened Mrs N says that one of her properties has been experiencing low water pressure since 2019. She ... (3 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 DRN9195425
13 Jul 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains about the service she received from British Gas Insurance Limited under her home care insurance policy. She wants British Gas to pay her more compensation.background Under her policy with British Gas, Mrs B had cover for the gas fire in her lounge. A ... (2 pages)View decision -
Decision Reference DRN-4305398
23 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4305398 The complaint Ms E complains that British Gas Insurance Limited (“British Gas”) didn’t carry out effective repairs under her home emergency policy to water pipes on her property causing damage to her home. What happened The circumstances of this complaint are well known to both... (2 pages)View decision -
Decision Reference DRN5638065
4 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited failed to attend agreed appointments for a landlord’s safety inspection under his HomeCare insurance policy, and that this resulted in a delay in his tenants being able to move into the property. background Mr D arranged three appointments... (2 pages)View decision -
Decision Reference DRN-2023429
25 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2023429The complaintMrs L is complaining about the adequacy of servicing British Gas Insurance Limited (British Gas) provided under her Home Care insurance agreement. She says its failings meant she had to replace a boiler at a cost of over £2,000. What happenedMrs L had a Home Care ag... (2 pages)View decision -
Decision Reference DRN-4303873
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4303873 The complaint Mr R has complained that British Gas Insurance Limited (‘British Gas’) was responsible for damage to his property following a claim under his home care policy. For the avoidance of doubt, the term ‘British Gas’ includes its contractors and agents for the purposes ... (5 pages)View decision
