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 2177 results
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Decision Reference DRN7949205
15 Jan 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy.backgroundMrs S’s husband held several policies with British Gas for properties they rented out, but which they were both beneficiaries of, until he passed awa... (3 pages)View decision -
Decision Reference DRN-2082208
12 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2082208The complaintMr B complains that British Gas Insurance Limited doesn’t cover the cost of a Powerflush as part of his home emergency insurance policy. What happenedIn November 2019, Mr B got in touch with British Gas to make a claim on his home emergency insurance policy because ... (2 pages)View decision -
Decision Reference DRN1622354
2 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited has carried out work in her rental property when she wasn’t there.backgroundIn February 2015, Mrs S’ tenant contacted British Gas about a problem they were having in her rental property. British Gas arranged for an eng... (2 pages)View decision -
Decision Reference DRN6238474
14 Sep 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr L complains that British Gas Services Limited mishandled his home care insurance policy.background Mr L complained that he had trouble booking his annual service online. He later found out that British Gas had continued to link his home care account with the addr... (2 pages)View decision -
Decision Reference DRN5751020
1 Mar 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains about poor service he received from British Gas Insurance Limited (British Gas) under his home emergency insurance policy.backgroundMr P has had a policy with British Gas covering his central heating system for a number of years. British Gas’s records sho... (2 pages)View decision -
Decision Reference DRN2250084
10 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs C’s complaint is about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. Mr and Mrs C are also unhappy with the cost of the policy. backgroundMr and Mrs C have held a central heating insurance policy with British Gas for some... (4 pages)View decision -
Decision Reference DRN-2918339
2 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-2918339 The complaint Mr and Mrs G complain that when they claimed on their British Gas Insurance Limited (British Gas) HomeCare policy that the engineer that attended caused damage in their home. There are several parties and representatives of British Gas involved throughout the clai... (4 pages)View decision -
Decision Reference DRN5887468
22 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms W has complained about British Gas Insurance Limited. She isn’t happy about the service she received following a claim under her home emergency insurance policy.backgroundMs W had a number of problems with her boiler over a number of years. British Gas attended o... (2 pages)View decision -
Decision Reference DRN4918599
19 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains on behalf of the estate of Mrs M that the premiums British Gas Insurance Limited charged Mrs M for her home emergency policy were too high; it failed to tell her that the level of cover had changed and she wasn’t getting the cover she was paying for;... (4 pages)View decision -
Decision Reference DRN-4821240
7 Jun 2024 British Gas Insurance Limited UpheldInsuranceDRN-4821240 The complaint Mr and Mrs K's complaint is about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. What happened Mr and Mrs K made a claim under the policy in April 2022, as they had a leak from the toilet cistern. Briti... (8 pages)View decision