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-4166638
8 Jun 2023 British Gas Services Limited Not upheldInsuranceDRN-4166638 The complaint Mr G complains British Gas Insurance Limited hasn’t backdated cancellation of his home emergency insurance policy fairly. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances... (2 pages)View decision -
Decision Reference DRN6305438
12 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas visited Mr B’s property and said his boiler was unsafe.Mr B was unhappy with British Gas’ response to his complaint, so he com... (2 pages)View decision -
Decision Reference DRN3637654
9 Aug 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs B’s policy covered plumbing and drainage. She called British Gas for help with a leak of water. To trace and fix the leak, an engineer broke up so... (2 pages)View decision -
Decision Reference DRN-3244736
8 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3244736 The complaint Mrs W and Mr W complain about the poor service provided by British Gas Insurance Limited when they made a claim under their home emergency insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 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 -
Decision Reference DRN-5040930
24 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5040930 The complaint Mr D has complained about the standard of repairs carried out by his home emergency insurer, British Gas Insurance Limited (‘British Gas’), after he discovered a leak at his house . British Gas is the underwriter of this policy i.e. the insurer. During the cla... (5 pages)View decision -
Decision Reference DRN-5037443
23 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5037443 The complaint Mr H complains that the service he received from British Gas Insurance Limited when dealing with a leak at his home was poor and resulted in damage to his home. What happened Mr H holds a home emergency policy provided by British Gas. In March 2023 he reported... (5 pages)View decision -
Decision Reference DRN3105063
24 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr C was unhappy about the time British Gas took to deal with the matter when he had a problem with his heating boiler. And he was also un... (2 pages)View decision -
Decision Reference DRN-1705830
7 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1705830The complaintMr P is complaining about the repairs carried out under his home emergency insurance provided by British Gas Insurance Limited (British Gas). What happenedMr P has had a home emergency insurance policy with British Gas for many years. In early May 2018, British Gas ... (3 pages)View decision -
Decision Reference DRN2020924
1 Jun 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr F reported a problem with his central heating. British Gas attended and said parts were needed. It attended again the next day and said... (2 pages)View decision