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 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 -
Decision Reference DRN-1902345
15 Jun 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Ms H complains about British Gas Insurance Limited and their failure to repair her faulty grill. What happened In November 2019, Ms H’s grill failed so she made a claim on her British Gas HomeCare insurance policy. British Gas attended Ms H’s home on 2, 3 and 4 December and m... (3 pages)View decision -
Decision Reference DRN7795529
3 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C says British Gas Insurance Limited failed to fix her noisy boiler over several years.backgroundMrs C held a HomeCare Care agreement with British Gas Services Limited. The agreement became an insurance policy underwritten by British Gas Insurance Limited.Mrs C had... (2 pages)View decision -
Decision Reference DRN-2725904
8 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2725904 The complaint Mr S complains that British Gas Insurance Limited unfairly turned down a claim he made on his Homecare home emergency insurance policy. What happened Mr S had a Homecare home emergency policy provided by British Gas from about 2010. His policy covered all repairs ... (5 pages)View decision -
Decision Reference DRN-2213679
22 Jan 2021 British Gas Services Limited Not upheldInsuranceDRN-2213679 The complaint Mr A is unhappy with the way British Gas Services Limited have administered his HomeCare Two insurance policy. He says they didn’t make enough effort to notify him that his annual service, booked for 3 March 2020, had to be rearranged. What happened Mr A has had a... (2 pages)View decision -
Decision Reference DRN-4215173
28 Jun 2023 British Gas Services Limited UpheldInsuranceDRN-4215173 The complaint Mrs F complains that British Gas Services Limited failed to cancel her HomeCare policy and continued to deduct premiums from her bank account. What happened In 2022, Mrs F received an email from British Gas notifying her that an engineer was on their way to her r... (3 pages)View decision -
Decision Reference DRN7259130
11 Feb 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs W complain that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include other companies and engineers insofar as I hold B... (3 pages)View decision -
Decision Reference DRN6547153
17 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited acted unfairly and unreasonably when refusing to carry out a repair under a homecare insurance policy. He wants £1,000 to pay for someone to gain access to his heater or for the work to be carried out by British Gas... (2 pages)View decision -
Decision Reference DRN6501035
22 Jul 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr S is unhappy British Gas Services Limited (British Gas) incorrectly sent him an invoice for £50 and told him the matter would be passed to debt collectors. backgroundMr S was incorrectly sent an invoice for £50 on 18 November 2018 following an annual service under his HomeCare agreement... (2 pages)View decision -
Decision Reference DRN-4470106
14 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4470106 The complaint Ms A complains British Gas Insurance Limited unfairly declined a claim she made on her homecare policy. What happened In Spring 2023, Ms A made a claim on her homecare policy for a leak from a pipe. British Gas attended the property but then declined the claim. It... (3 pages)View decision
