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 DRN6729123
20 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B have complained about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. Mr and Mrs B are represented in this complaint by their son. Any time I refer to Mr and Mrs B in this decision, it should be r... (3 pages)View decision -
Decision Reference DRN6946541
11 Dec 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H is unhappy about the way British Gas Insurance Limited (British Gas) dealt with a claim he made under his homecare policy. background Mr H had a problem with a mixer tap in his bathroom in December 2018. He says British Gas delayed in fixing the tap. British Gas sent a heating enginee... (2 pages)View decision -
Decision Reference DRN6874164
7 Jul 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R’s complaint is about her central heating insurance policy with British Gas Insurance Limited.backgroundMrs R has held a policy with British Gas for some time. When she received the renewal documents in 2018, she called to discuss the increase in the annual premium which had gone up t... (3 pages)View decision -
Decision Reference DRN-1619284
24 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1619284 The complaintMrs P complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happenedWhere I refer to British Gas I refer to the insurance company of that name and I include other companies and indivi... (2 pages)View decision -
Decision Reference DRN4888414
17 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P says that British Gas Insurance Limited caused a water leak in his kitchen when carrying out work under his central heating insurance policy.backgroundIn October 2013, British Gas carried out an annual service on the boiler and decided that the expansion ve... (2 pages)View decision -
Decision Reference DRN-4036740
21 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4036740 The complaint Mr Y complains that British Gas Insurance Limited charged him two policy excesses for repairs carried out on 21 February 2022 and 17 June 2022. He believes that the repairs were related so only one excess should have been charged. He’s also unhappy about the level... (3 pages)View decision -
Decision Reference DRN7201850
2 Dec 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint relates to British Gas Insurance Limited’s handling of Mr and Mrs M’s claim under a home emergency insurance policy. The policy was held in Mr M’s name but I understand that Mrs M conducted all communications with British Gas. Sadly Mr M passed away recently. The circumst... (4 pages)View decision -
Decision Reference DRN7282935
26 Mar 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited declining to carry out work as it considered it to be excluded from the policy terms and conditions. backgroundMr A holds a policy, underwritten by British Gas Insurance Limited.British Gas attended at Mr A’s property in October 2010, 2... (2 pages)View decision -
Decision Reference DRN-4955429
17 Oct 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4955429 The complaint Mr Y has complained that his home emergency insurance policy with British Gas Insurance Limited (‘British Gas’) was mis-sold to him as it contains an exclusion in relation to steel composite pipes which means he was never fully covered under the policy. What h... (4 pages)View decision -
Decision Reference DRN4031715
15 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about British Gas Insurance Limited. They aren’t happy about the delay in dealing with a claim under their homecare insurance policy.backgroundMr and Mrs H had a homecare policy with British Gas. They called British Gas as they had a proble... (2 pages)View decision
