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 2270 results
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Decision Reference DRN7595150
27 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited gave him poor service in connection with his home care insurance policy.backgroundMr A’s policy included an annual service. Where I refer to British Gas I refer to the insurance company by that name and I include its... (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 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 -
Decision Reference DRN1445093
12 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited’s attempts to complete a repair to his boiler under his HomeCare policy. Mr A considers the service he has received to be substandard. backgroundMr A holds a HomeCare policy, underwritten by British Gas Insurance Limited. Mr A’s boiler ... (2 pages)View decision -
Decision Reference DRN2639041
9 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint is about a central heating insurance policy he took out with British Gas Insurance Limited.backgroundMr A took out a central heating insurance policy with British Gas on 10 January 2018. The policy provides that a first inspection and service will be... (3 pages)View decision -
Decision Reference DRN-2565175
12 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2565175 The complaint Mr P’s complaint is about the handling of a claim made under his central heating and plumbing and drainage insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in January 2021, part of which is copied b... (5 pages)View decision -
Decision Reference DRN4493865
18 Apr 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss R complains about the way British Gas Insurance Limited handled her insurance claim. She is being represented in this case by her partner, Mr M.backgroundIn May 2017, Miss R made a claim under her home emergency cover, for a problem with her boiler. She had cen... (2 pages)View decision -
Decision Reference DRN-2116710
25 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-2116710The complaintMr and Mrs H complain about the service they received from British Gas Insurance Limited during their annual boiler service. They’re also unhappy with the service they received afterwards. What happenedMr and Mrs H held a HomeCare policy with British Gas Insurance L... (4 pages)View decision -
Decision Reference DRN-2727232
31 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2727232 The complaint Mr K complains that British Gas Services Limited misrepresented the cover that was available to him when he renewed his Homecare 100 boiler policy in December 2019. So he believes that the premium he paid for the policy should be refunded. What happened Mr K had a... (3 pages)View decision