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 DRN2732680
2 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms Y has complained about the way British Gas Insurance Limited handled her claim under her home emergency insurance policy.backgroundI issued a provisional decision on 18 April 2019, a copy of which is included at the end of this decision. In this, I set out the bac... (5 pages)View decision -
Decision Reference DRN-2742283
14 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-2742283 The complaint Mr J has complained about the level of service he received from British Gas Insurance Limited (British Gas) during a claim made under his home emergency insurance for a property that he rents out. What happened Mr J contacted British Gas to report that the downsta... (4 pages)View decision -
Decision Reference DRN-3136207
19 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3136207 The complaint Mrs B’s complaint arises from her central heating insurance policy with British Gas Insurance Limited. Mrs B is represented in this complaint by Mr C but for ease, all references in this decision will be to Mrs B. What happened I issued a provisional decision on t... (6 pages)View decision -
Decision Reference DRN-4546598
12 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4546598 The complaint Mrs D complains about the service she received when she made a claim on her HomeCare insurance policy with British Gas Services Limited (“British Gas”). What happened Mrs D has a HomeCare policy with British Gas which provides cover for boiler, controls, and centr... (3 pages)View decision -
Decision Reference DRN-3479715
8 Jun 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3479715 The complaint Mrs H complained poor workmanship by British Gas Insurance Limited (“British Gas”) caused a leak at her property when it attended to a home emergency under her “HomeCare” insurance policy. Mrs H had representation during the claim, but for ease and simplicity I wi... (2 pages)View decision -
Decision Reference DRN3720704
22 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about British Gas Insurance Limited’s handling of a claim under his Homecare insurance policy.background Mr T contacted British Gas on 16 March 2012 as there was a leak in his cellar. An engineer attended the same day and carried out a flow and dye test. The engineer be... (2 pages)View decision -
Decision Reference DRN-3394949
6 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3394949 The complaint Mr C complains about British Gas Insurance Limited’s (British Gas) handling of a claim made under his home emergency policy. What happened Mr C holds a home emergency policy with British Gas. Under this policy he made a claim in for a leak coming from the cold-wat... (2 pages)View decision -
Decision Reference DRN1176936
3 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J says British Gas Insurance Limited mishandled his home emergency policy by failing to arrange and carry out an annual service of his boiler. background Mr J had an annual home emergency policy with British Gas. Under the terms of the policy Mr J was entitled to ... (2 pages)View decision -
Decision Reference DRN1275401
27 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss J complains that British Gas Insurance Limited provided poor service, caused damage to her home, and left her without water when she sought assistance for a water leak under her insurance policy. She is unhappy with the amount of compensation she was offered.backg... (3 pages)View decision -
Decision Reference DRN7835855
12 Sep 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited (British Gas) caused damage to her home when it attended her property. backgroundIn January 2018 Mrs P contacted British Gas because the bathroom toilet wasn’t flushing. A plumber appointed by British Gas attended Mrs P’s home, and said th... (3 pages)View decision
