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 DRN-4272454
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4272454 The complaint Mr A and Ms S complain that British Gas Insurance Limited (British Gas) has unfairly refused to meet a claim for a damaged drain cover. What happened Mr A and Ms S have an insurance policy with British Gas that, amongst other things, covers repairs to their domest... (3 pages)View decision -
Decision Reference DRN0661085
20 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms Z’s complaint is about the service provided by British Gas Insurance Limited under a home emergency insurance policy. backgroundIn June 2018, Ms Z made a claim under her policy with British Gas when a toilet in her home was continuously filling. I understand it took four visits between ... (2 pages)View decision -
Decision Reference DRN7632792
11 Jan 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr H has complained about the sale of a central heating insurance policy by British Gas Services Limited. backgroundMr H held a boiler and central heating insurance policy with British Gas. In 2014, his boiler needed to be replaced. When the policy next came up for ... (3 pages)View decision -
Decision Reference DRN1553128
6 Feb 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy with the handling of a claim by British Gas Insurance Limited under his home emergency insurance policy. background I issued my provisional decision on this matter in January 2014, an extract from which is copied below and forms part of this, my final decision. “Mr A hold... (4 pages)View decision -
Decision Reference DRN-3660257
7 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3660257 The complaint Mr C complains about British Gas Insurance Limited (“British Gas”) for not carrying out annual services as required and for leaving problems with a flue undetected and unrepaired. He wants British Gas to make changes to its processes and to compensate him for the ... (3 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 DRN5960788
1 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss R’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited.backgroundMiss R contacted British Gas as there was a problem with her bathroom sink. A contractor attended on 30 March 2018 and replaced the ... (2 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 DRN1103607
14 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about British Gas Insurance Limited’s handling of two claims under his insurance policy.backgroundMr B registered a claim with British Gas because of a problem with his tap. An appointment was arranged for around one week later, originally for an 8am to 1pm timeslot. However... (2 pages)View decision
