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 DRN6294173
29 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)This complaint is about the price of a home emergency insurance policy with British Gas Insurance Limited. Mr M is bringing this complaint on behalf of his mother. For ease, I will refer to Mr M throughout. backgroundMr M’s mother took out the policy with British Gas in November 2014 (cost... (4 pages)View decision -
Decision Reference DRN9876419
14 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas replaced the radiators in Mr G’s home. This was done partly under his policy and partly as upgrade work on a paid basis.Mr G... (2 pages)View decision -
Decision Reference DRN8720058
4 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains that British Gas Insurance Limited gave her incorrect advice and caused her to be without a working boiler between September 2011 and April 2012.background Ms B holds an agreement, underwritten by British Gas Insurance Limited. In September 2011 Ms B’s boiler began leaki... (2 pages)View decision -
Decision Reference DRN7356672
24 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited acted unfairly and unreasonably when dealing with his claim under his home emergency policy. He wants compensation.backgroundMr S had a home emergency policy with British Gas covering his central heating. He said that it left him with one o... (2 pages)View decision -
Decision Reference DRN9562025
8 Nov 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr N complains that British Gas Insurance Limited gave poor service under a home care insurance policy.backgroundMr N owned a property let to tenants. Leaking water caused damage to a ceiling and inconvenience for Mr N and the tenants. He complained that British Gas had f... (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 DRN0671292
5 Mar 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains about British Gas Insurance Limited’s handling of her home emergency insurance claim, which she says led to damage to both her and her neighbour’s properties.backgroundMs C returned from holiday to find the shower pump at her property had failed. This resulted in water l... (2 pages)View decision -
Decision Reference DRN8794986
7 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D is complaining that he thinks British Gas Insurance Limited (British Gas) damaged his boiler when he claimed on his home emergency insurance policy.backgroundMr D’s boiler broke down so he contacted British Gas to ask it to repair it under his home emergency insuran... (3 pages)View decision -
Decision Reference DRN8803354
14 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C has complained about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter earlier this month, part of which is copied below: “On 2 March 2018, Mr C called B... (6 pages)View decision -
Decision Reference DRN7509001
7 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss M complains that British Gas Insurance Limited should fix her central heating and hot water system under a home care policy.backgroundMiss M – like her father before her - had cover with British Gas. She complained after British Gas said it could not fix her cen... (2 pages)View decision