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 2257 results
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Decision Reference DRN-2607425
18 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2607425 The complaint Mr E complains about the service provided by British Gas Insurance Limited under its Home Care insurance policy. What happened I issued a provisional decision on this matter earlier this month, part of which is copied below: “Mr E holds a Home Care policy with Bri... (5 pages)View decision -
Decision Reference DRN-3457931
31 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3457931 The complaint Ms B complains that British Gas Insurance Limited mishandled her HomeCare home emergency insurance policy. Where I refer to British Gas, I refer to the insurance company of that name and I include engineers and others insofar as I hold that company responsible for... (3 pages)View decision -
Decision Reference DRN-2293974
27 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-2293974 The complaint Mrs F complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened Where I refer to British Gas, I refer to the insurance company of that name and I include its associated plumbing... (3 pages)View decision -
Decision Reference DRN-1823680
18 May 2020 British Gas Insurance Limited UpheldInsuranceDRN-1823680 The complaintMr W is unhappy that British Gas Insurance Limited (British Gas) failed to repair his boiler in line with a safety notice within a reasonable timescale. He also complains that British Gas rearranged appointments at short notice. What happenedMr W had boiler and con... (3 pages)View decision -
Decision Reference DRN8717039
8 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L complain that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundMr L had a HomeCare insurance policy covering central heating, plumbing and drainage and home electrics. As Mrs L shared the home, I think it’s fair to say she also ... (3 pages)View decision -
Decision Reference DRN-1596806
22 Apr 2020 British Gas Insurance Limited UpheldInsuranceDRN-1596806 The complaintMr R is unhappy at how British Gas Insurance Limited dealt with the cancellation of his home emergency cover. What happenedMr R contacted British Gas on 23 September 2019 to cancel his home emergency cover. But British Gas didn’t cancel it. They renewed the policy ... (2 pages)View decision -
Decision Reference DRN-5133784
8 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5133784 The complaint Ms K’s complaint is about the handling of her boiler and central heating insurance policy with British Gas Insurance Limited. What happened In 2023 Ms K contacted British Gas regarding issues she had with her boiler (there were frequent leaks dripping from the... (6 pages)View decision -
Decision Reference DRN0533762
1 Jul 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs D complains about British Gas Insurance Limited’s handling of her home emergency insurance claim. She says she paid for work to be carried out privately as a result of British Gas’ mis-advice. backgroundIn October 2010, a British Gas engineer attended at Mrs D’s property in respon... (3 pages)View decision -
Decision Reference DRN1089920
9 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains that British Gas Insurance Limited failed to carry out an annual service in line with the terms and conditions of her HomeCare insurance policy. backgroundMrs A’s policy runs from 16 May to 15 May each year. An appointment was arranged for 5 April 2013 for an annual ... (3 pages)View decision -
Decision Reference DRN-4490428
1 Dec 2023 British Gas Insurance Limited UpheldInsuranceDRN-4490428 The complaint Mrs W has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs W contacted British Gas when she had an issue with her central heating. An engineer visited and found the pump was the wr... (5 pages)View decision