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 DRN6729123
20 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B have complained about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. Mr and Mrs B are represented in this complaint by their son. Any time I refer to Mr and Mrs B in this decision, it should be r... (3 pages)View decision -
Decision Reference DRN4888414
17 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P says that British Gas Insurance Limited caused a water leak in his kitchen when carrying out work under his central heating insurance policy.backgroundIn October 2013, British Gas carried out an annual service on the boiler and decided that the expansion ve... (2 pages)View decision -
Decision Reference DRN9332980
28 Jul 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S has complained about the way British Gas Insurance Limited dealt with a claim he made about his broken cooker. background Mr S made a claim to British Gas that the cooker in a property he was renting out to tenants was broken. An engineer visited his property and... (2 pages)View decision -
Decision Reference DRN7051373
18 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S have made a complaint about how British Gas Insurance Limited has handled a claim they made on their home emergency insurance policy. backgroundMr and Mrs S had an overnight trip booked within the UK on the 22 December 2018. This was important because th... (3 pages)View decision -
Decision Reference DRN1598020
15 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H’s complaint is about the service provided by British Gas Insurance Limited in relation to several central heating and plumbing and drains insurance policies. backgroundI understand that Mr H has held four policies with British Gas, for some time, for four different premises. The premi... (6 pages)View decision -
Decision Reference DRN1497461
10 Nov 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms F has complained about the service she received from British Gas Insurance Limited.backgroundMs F has an insurance policy which covers the cost of repairs to various parts of her rental property. She made a claim because the hot water cylinder, gas hob and washing... (2 pages)View decision -
Decision Reference DRN4447852
27 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains that British Gas Insurance Limited failed to attend two scheduled appointments. background Mrs A holds a HomeCare policy, underwritten by British Gas Insurance Limited, which runs from 11 April to 10 April each year. An engineer appointment was arranged for late January ... (2 pages)View decision -
Decision Reference DRN-3668914
17 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3668914 The complaint Mr R complains about the level of service received from British Gas Insurance Limited under his homecare insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my decision I’ll mainly focus on giving t... (3 pages)View decision -
Decision Reference DRN6751630
11 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains British Gas Insurance Limited added an incorrect address to his customer profile on its system and told him it can’t remove it. background British Gas added an incorrect address to Mr B’s customer profile for his HomeCare policy. Mr B says this happened ... (2 pages)View decision -
Decision Reference DRN-4036740
21 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4036740 The complaint Mr Y complains that British Gas Insurance Limited charged him two policy excesses for repairs carried out on 21 February 2022 and 17 June 2022. He believes that the repairs were related so only one excess should have been charged. He’s also unhappy about the level... (3 pages)View decision
