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 DRN3966670
23 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about the time taken by British Gas Insurance Limited to repair his oven under his homecare policy following a breakdown just before Christmas.backgroundMr M’s oven broke down on the Saturday before Christmas (Christmas Day was on the Tuesday). As he held British Gas a... (2 pages)View decision -
Decision Reference DRN4464488
28 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr F had British Gas insurance covering his drainage and his electrics. In 2011 the policy didn’t include his outside lighting. But British Gas disconnec... (2 pages)View decision -
Decision Reference DRN7250602
3 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s complaint is about the handling of a claim under his home emergency insurance policy with British Gas Insurance Limited.backgroundMr O’s boiler broke down in early March 2018 but initially he was told he’d have to call back after the weekend to book an app... (3 pages)View decision -
Decision Reference DRN6271441
25 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Through his wife, Mr A complains that British Gas Insurance Limited gave poor service under a home care insurance policy.backgroundMr A was a policyholder with British Gas insurance. On his behalf, Mr A’s wife complained that British Gas had caused damage in their h... (2 pages)View decision -
Decision Reference DRN9941204
12 Nov 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs N complain that British Gas Insurance Limited should have told them it could not fulfil its HomeCare policy.backgroundMr and Mrs N have lived at their current address for over ten years. They have paid British Gas for cover on their boiler. They complained when they found out t... (2 pages)View decision -
Decision Reference DRN-4041691
28 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4041691 The complaint Mrs D is complaining that British Gas Insurance Limited’s contractor didn’t suitably fix a blocked water pipe when she asked for assistance through her home emergency policy. What happened In October 2020, Mrs D says the tenants in a property she rented out report... (3 pages)View decision -
Decision Reference DRN5458156
7 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W is unhappy that British Gas Insurance Limited cancelled his annual boiler inspection. He’s also unhappy with the way his policy is worded.backgroundMr W has Home Care insurance with British Gas. Part of this policy is intended to protect his boiler against faults... (2 pages)View decision -
Decision Reference DRN-3879852
11 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3879852 The complaint Mrs G complains about the service she received from British Gas Insurance Limited under her HomeCare policy after she purchased a new boiler and water cylinder. What happened Mrs G holds a HomeCare policy with British Gas Insurance Limited – hereafter referred to ... (4 pages)View decision -
Decision Reference DRN-1436116
11 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1436116 The complaintMr M complains that British Gas Insurance Limited turned down a claim he made on his home emergency policy and cancelled the policy. What happenedIn mid-February 2019, Mr M took out a home emergency policy with British Gas. 11 days later, he got in touch with Briti... (3 pages)View decision -
Decision Reference DRN-2841701
26 Jul 2021 British Gas Services Limited Not upheldInsuranceDRN-2841701 The complaint Mr B complains that British Gas Services Limited increased the premium for his homecare policy when it renewed. The premium had gone down when Mr B bought a new boiler and he expected the cost to stay the same. What happened Mr B had a homecare agreement with Brit... (3 pages)View decision
