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 2181 results
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Decision Reference DRN4197977
12 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.background Mr H works for a department of the United Kingdom government. But he works and lives abroad. He has a house in the UK and a son in the... (4 pages)View decision -
Decision Reference DRN2602961
12 Feb 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundThis decision will not name any party other than British Gas Insurance Limited. Where I refer to British Gas I refer to that insurance company an... (4 pages)View decision -
Decision Reference DRN-3916259
31 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3916259 The complaint Mr A complains about his home emergency insurance policy with British Gas Insurance Limited. Any reference to British Gas includes the actions of any agents – such as engineers acting on their behalf. What happened The background to this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-5341699
19 Feb 2025 British Gas Insurance Limited UpheldInsuranceDRN-5341699 The complaint Miss M has complained about the way British Gas Insurance Limited (‘British Gas’) dealt with claims she made on her home emergency policy as well as the quality of the repairs it carried out. British Gas is the underwriter of this policy i.e., the insurer. Dur... (7 pages)View decision -
Decision Reference DRN-3838188
13 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3838188 The complaint Mrs P has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy. What happened Mrs P contacted British Gas to send an engineer. Mrs P complained to British Gas because it sent multiple engineers who did... (2 pages)View decision -
Decision Reference DRN-4637899
27 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4637899 The complaint Mrs B has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs B contacted British Gas when her boiler started to lose pressure. British Gas sent an engineer, who said the boiler neede... (5 pages)View decision -
Decision Reference DRN7785503
2 Aug 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.background Where I refer to British Gas I refer to the insurance company of that name and I include engineers and others for whose actions I hold it responsible.Mr R ow... (3 pages)View decision -
Decision Reference DRN3081104
20 Aug 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited mishandled his claim on a home care insurance policy.background Mr A had a property which he rented to a tenant. When there was an electrical fault in the kitchen, he called British Gas for help. Its engineer said British... (2 pages)View decision -
Decision Reference DRN4740348
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L is unhappy that following the installation of a new boiler British Gas Insurance Limited cancelled her HomeCare policy and refused to carry out repairs to her central heating system.backgroundMrs L has held policies with British Gas for many years for the s... (2 pages)View decision -
Decision Reference DRN7144210
24 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited automatically renewed (and took payments for) his home care insurance policy.backgroundIn late 2011, Mr M took out British Gas insurance for his property. In January 2012 he moved from that property and later let it to t... (2 pages)View decision
