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 DRN-3979976
13 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3979976 The complaint Mrs A has complained about a leak she said British Gas Insurance Limited (British Gas) caused when it carried out work under her home emergency policy. What happened British Gas sent an engineer to Mrs A’s home to deal with a leak outside her home. While he was th... (2 pages)View decision -
Decision Reference DRN-3634737
17 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3634737 The complaint Mrs M complains about British Gas Insurance Limited’s (British Gas) handling of a claim made under her HomeCare insurance policy. What happened Mrs M has held a HomeCare policy with British Gas for over 16 years. She says only British Gas engineers had maintained... (2 pages)View decision -
Decision Reference DRN-3866205
16 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3866205 The complaint Miss S is unhappy with the way British Gas Insurance Limited (British Gas) dealt with her claim under her HomeCare policy. What happened Miss S is a landlord and took out plumbing and drains cover with British Gas to cover her rented property. In December 2021 Mis... (4 pages)View decision -
Decision Reference DRN-4094121
24 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4094121 The complaint Mr and Mrs P complained that British Gas Insurance Limited (“British Gas”) failed to repair a leak effectively under their Home Emergency policy which led to further damage to their property. Mr and Mrs P had representation during the complaint, but for ease and s... (3 pages)View decision -
Decision Reference DRN-2376263
22 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2376263 The complaint Ms E complains about British Gas Insurance Limited’s handling of a claim under her home insurance policy. What happened Ms E had a Home Care policy with British Gas. This covered her central heating, plumbing and electrical systems. She made a claim in December 20... (4 pages)View decision -
Decision Reference DRN0319404
2 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundWhere I refer to the insurer or British Gas, I refer to the insurance company of that name and I include engineers and others for whos... (4 pages)View decision -
Decision Reference DRN2752119
18 May 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr B complains about the way British Gas Services Limited (British Gas) responded when his central heating boiler broke down and he called on British Gas for assistance under his home emergency policy.backgroundMr B’s central heating boiler was installed a number of years... (2 pages)View decision -
Decision Reference DRN0088914
12 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited does not carry out annual services every 12 months, and is therefore in breach of its agreement with him under a HomeCare insurance policy. backgroundMr A’s policy year ran from 11 September to 10 September each year. For the policy yea... (2 pages)View decision -
Decision Reference DRN-3219779
22 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3219779 The complaint Miss M complains about British Gas Insurance Limited’s handling of a claim under her HomeCare insurance policy. What happened Miss M has a HomeCare policy with British Gas, which covers her boiler, central heating, plumbing and drains. In December 2020, she report... (3 pages)View decision -
Decision Reference DRN1237016
29 Aug 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs B1, who is attorney for Mr B2, complains that British Gas Services Limited acted unfairly and unreasonably by recording the tenant of the property covered by a home emergency policy as the policyholder. She wants all premiums paid since 2011 refunded as she felt British Gas’ actions st... (2 pages)View decision
