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 2255 results
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Decision Reference DRN-3017614
21 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3017614 The complaint Mr H and Mrs H have complained about British Gas Insurance Limited (British Gas) dealt with a claim under their home emergency policy. What happened Mr H and Mrs H’s electricity went off in their home. So, they contacted British Gas to send an electrician. When th... (2 pages)View decision -
Decision Reference DRN-2663208
7 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2663208 The complaint Mr M complains about the service he received from British Gas Insurance Limited following a claim on his home emergency insurance. Mr M wants British Gas to apologise and to offer a higher level of compensation than they’ve already offered. What happened Mr M’s f... (2 pages)View decision -
Decision Reference DRN7047833
15 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy with British Gas Insurance Limited’s handling of his home emergency insurance claim. He says British Gas failed to notice a fault with his thermostat, which caused damage to his property, and that it incorrectly recommended a powerflush procedure. backgroundIn March 201... (2 pages)View decision -
Decision Reference DRN4462060
11 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M, on behalf of A – a limited company – is complaining that British Gas Insurance Limited mis-sold a Homecare policy to cover one of A’s boilers.backgroundA’s boiler broke down so British Gas was asked to repair it under A’s Homecare policy. But the part required ... (2 pages)View decision -
Decision Reference DRN-3931388
1 Feb 2023 British Gas Services Limited Not upheldInsuranceDRN-3931388 The complaint Ms C complains British Gas Services Limited (British Gas) wouldn’t provide written statements of the payments she’s made on three HomeCare policies. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points I’v... (2 pages)View decision -
Decision Reference DRN8967118
13 May 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited caused water damage to his property following a repair under his insurance policy.The circumstances of this complaint are set out in my provisional decision issued in January 2014 as outlined below: background Mr A holds a policy, underw... (3 pages)View decision -
Decision Reference DRN-2094378
17 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-2094378The complaintMr W and Mrs W are unhappy that British Gas Insurance Limited didn’t carry out an annual boiler service every 12 months as part of their home emergency policy. What happenedMr W and Mrs W complained to British Gas that, over a number of years, it hadn’t carried out ... (3 pages)View decision -
Decision Reference DRN0348285
27 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S have complained about the handling of a claim they made under their central heating insurance policy with British Gas Insurance Limited.backgroundMr and Mrs S contacted British Gas on 16 December 2017 to report a fault with their boiler, which was not prod... (3 pages)View decision -
Decision Reference DRN-4226562
4 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4226562 The complaint Mr S is unhappy with the service provided by British Gas Insurance Limited in relation to His plumbing and drainage insurance policy. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limited. This i... (4 pages)View decision -
Decision Reference DRN-2571752
18 Mar 2021 British Gas Insurance Limited UpheldInsuranceDRN-2571752 The complaint Ms N’s complaint is about the service she received when she made a claim under her home emergency 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 below: “Ms ... (6 pages)View decision