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 2254 results
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Decision Reference DRN-2782847
28 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2782847 The complaint Mr D’s complaint is about a central heating insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in March 2021, part of which is copied below: “In December 2018 Mr D took out a policy with British Gas to... (3 pages)View decision -
Decision Reference DRN8757335
27 Nov 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L is unhappy with the service provided by British Gas Insurance Limited after she made a claim under her policy. background Mrs L contacted British Gas in late 2011 to report that her taps were not providing hot water. An engineer attended the following day, however advised Mrs L... (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 DRN8114068
16 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C's complaint is about the handling of a claim under his central heating insurance policywith British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in February 2020, part of which is copied below: “Mr C made a claim under his policy as the water tan... (4 pages)View decision -
Decision Reference DRN5240658
14 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W has complained that British Gas Insurance Limited was wrong to decline his claim under home emergency cover, for work it advised him to carry out on his drains.backgroundBritish Gas had previously carried out repairs in January 2017 to a soakaway in the vicinity of M... (2 pages)View decision -
Decision Reference DRN-4714735
19 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4714735 The complaint Miss B complains about British Gas Insurance Limited’s handling of her HomeCare claims. What happened Miss B holds a HomeCare policy with British Gas. She made several claims from March 2023 for issues at her property, including leaks. British Gas’s engineers atte... (3 pages)View decision -
Decision Reference DRN8121576
20 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr C is unhappy that British Gas Services Limited wrongly notified him that an engineer would be visiting his property. This inconvenienced him and he doesn’t think the compensation offered is enough.backgroundMr C received an e-mail telling him that an engineer would be v... (2 pages)View decision -
Decision Reference DRN-2052637
3 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2052637 The complaint Miss C complains that British Gas Insurance Limited didn’t compensate her enough after poor service and a delay in her boiler being fixed under her home emergency insurance policy. What happened Miss C has a property which she lets out to tenants. When they report... (2 pages)View decision -
Decision Reference DRN-2897449
16 Jul 2021 British Gas Insurance Limited UpheldInsuranceDRN-2897449 The complaint Mr S complains about the service provided by British Gas Insurance Limited (British Gas) under his Home Emergency policy. Mr S is unhappy at British Gas not reimbursing him for the cost of unblocking a drain at his property. What happened Mr S held a Home Emergenc... (3 pages)View decision -
Decision Reference DRN-4109262
3 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4109262 The complaint Mr L complains about British Gas Insurance Limited (“British Gas”) for failures in the service provided between November 2021 and November 2022. He wants British Gas to compensate him for the trouble and upset he and his family suffered. What happened Mr L held bo... (2 pages)View decision