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 DRN1731720
1 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs F have complained about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy.backgroundMr and Mrs F contacted British Gas on 28 February 2018 as their boiler wasn’t working. The first available appointment ... (3 pages)View decision -
Decision Reference DRN9028555
18 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr L complains about the level of service he received under his home emergency policy with British Gas Insurance Limited. backgroundMr L had home emergency cover with British Gas. In July 2018, a British Gas engineer came to his house to service his boiler. About a mon... (2 pages)View decision -
Decision Reference DRN-2565175
12 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2565175 The complaint Mr P’s complaint is about the handling of a claim made under his central heating and plumbing and drainage insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in January 2021, part of which is copied b... (5 pages)View decision -
Decision Reference DRN6011635
19 Jul 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains that British Gas Insurance Limited misdiagnosed a fault with her warm air system when carrying out an annual service under her insurance policy. backgroundMs C held a ‘Homecare’ insurance policy, underwritten by British Gas. In November 2011, a British Gas engineer attend... (3 pages)View decision -
Decision Reference DRN-2129635
28 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-2129635The complaintMiss A complains that British Gas Insurance Limited mishandled her claim on a homeemergency insurance policy.What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include itsassociated plumbing and drainage company and others... (3 pages)View decision -
Decision Reference DRN-1785681
4 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-1785681 The complaint Mr C is unhappy about how British Gas Insurance Limited dealt with a claim under his home emergency policy. What happened Mr C contacted British Gas because part of his heating system wouldn’t turn off and was operating continually. Mr C was given an appointment f... (3 pages)View decision -
Decision Reference DRN7503044
10 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is complaining that British Gas Insurance Limited (British Gas) hasn’t repaired a leak on his radiator after he made a claim on his home emergency insurance policy. He’s unhappy with the amount of compensation it’s offered. background British Gas carried out an annua... (2 pages)View decision -
Decision Reference DRN3708119
21 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J is complaining that British Gas Insurance Limited hasn’t fixed her boiler after she claimed for damage on her home emergency insurance policy.backgroundMrs J had a home emergency insurance policy through British Gas which she renewed each year. Under the terms of t... (3 pages)View decision -
Decision Reference DRN-3070993
27 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3070993 The complaint Miss C has complained that British Gas Insurance Limited (British Gas) broke her boiler during an annual service carried out under her home emergency policy. What happened Miss C arranged for her boiler to be serviced by British Gas. During the engineer’s visit, ... (3 pages)View decision -
Decision Reference DRN4215025
17 Apr 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)summary of complaintMr T complains about British Gas Insurance Limited’s decision to decline his claim for accidental damage under his insurance policy.background to complaintMr T holds a HomeCare 400 insurance policy, underwritten by British Gas, which provides cover for accidental d... (3 pages)View decision
