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 DRN3957692
31 Jul 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited dealt with his claim under a home emergency policy unfairly and unreasonably. He wants compensation.backgroundMr B had a home emergency policy with British Gas, which covered repairs needed in Mr B’s property for plumbing and drainage (amon... (3 pages)View decision -
Decision Reference DRN-4107936
2 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4107936 The complaint Mr C has complained about British Gas Insurance Limited. He isn’t happy that it turned down a claim under his home emergency insurance policy. What happened Mr C made a claim under his home emergency policy after his rented property had a problem with the central ... (2 pages)View decision -
Decision Reference DRN-2947914
14 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2947914 The complaint Mr T made a claim under his home emergency policy, he complains that British Gas Insurance Ltd’s engineer damaged his wardrobe whilst repairing his boiler. What happened Mr T contacted British Gas in March 2021 to make a claim under his home emergency policy as he... (3 pages)View decision -
Decision Reference DRN-3355303
22 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3355303 The complaint Miss M complains that British Gas Insurance Limited (“British Gas”) caused damage to her property while carrying out a repair under her home emergency insurance. What happened Miss M says an engineer from British Gas attended her property in 2020 to carry out repa... (3 pages)View decision -
Decision Reference DRN6858022
9 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with British Gas Insurance Limited’s handling of a claim he made under his homecare policy.backgroundIn February 2018, Mr A had a problem with his boiler and he called British Gas to make a claim under his homecare policy. The first engineer said they n... (2 pages)View decision -
Decision Reference DRN8121576
20 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr C is unhappy that British Gas Services Limited wrongly notified him that an engineer would be visiting his property. This inconvenienced him and he doesn’t think the compensation offered is enough.backgroundMr C received an e-mail telling him that an engineer would be v... (2 pages)View decision -
Decision Reference DRN7811207
8 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T is unhappy that British Gas Insurance Limited didn’t spot a leak in her boiler during a routine annual service.background In September 2015, she called British Gas because the pressure in her boiler kept dropping and it was leaking. She says there’d been a lea... (3 pages)View decision -
Decision Reference DRN7268504
2 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited when he made a claim under his home emergency insurance policy. backgroundMr B called British Gas when he noticed a leak from his washing machine. British Gas sent a plumber who believed ... (2 pages)View decision -
Decision Reference DRN2117807
30 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited made a number of errors in its handling of her commercial property insurance policy.backgroundBritish Gas sent several letters to Mrs C’s tenanted property instead of sending them to her home address.British Gas also to... (2 pages)View decision -
Decision Reference DRN0721597
6 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited didn’t replace her water heater under her home care insurance.backgroundMrs P’s water heater passed its annual service checks by British Gas. But a few days later she noticed a leak from the water heater. British Ga... (2 pages)View decision
