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 DRN-4929832
28 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-4929832 The complaint Ms M’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited. What happened In January 2024, Ms M made a claim under her policy with British Gas, as she had a leak through her kitchen ceiling. Br... (3 pages)View decision -
Decision Reference DRN5024401
17 Oct 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited has limited the level of cover available to him under his insurance policy, following a diagnosis of sludge in his central heating system. The circumstances and background to this complaint were set out in my provisional decision in Se... (3 pages)View decision -
Decision Reference DRN-1211429
6 Apr 2020 British Gas Services Limited Not upheldInsuranceDRN-1211429 The complaintMr G complains that British Gas Services Limited didn't give him the insurance policy they promised when he switched his gas and electricity supply. What happenedMr G switched to British Gas for his gas and electricity supply in November 2018. He did so after ... (3 pages)View decision -
Decision Reference DRN-1576385
29 Apr 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1576385The complaintMiss T complains about the service she received from British Gas Insurance Limited when an engineer serviced her appliances. What happenedIn July 2019 a British Gas engineer completed an annual service on Miss T's appliances. Miss T says that she was contacted ... (2 pages)View decision -
Decision Reference DRN1748611
6 Feb 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs W is unhappy about the handling of a claim and cover provided under a homeemergency insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in January 2020, part of which is copied below: “Mrs W made a claim under her policy in Augus... (5 pages)View decision -
Decision Reference DRN7862898
7 Aug 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms D complains that British Gas Insurance Limited has declined to make good damage to her property’s ceiling after they attended to a home emergency under her Homecare policybackgroundA British Gas heating engineer visited Ms D’s property as she reported that her home w... (3 pages)View decision -
Decision Reference DRN-3401418
13 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3401418 The complaint Mrs K complains that British Gas Insurance Services Limited (“British Gas”) mishandled her claim. The details of this complaint are well known to both parties and have also been set out extensively by the investigator before me, so I don’t intend to repeat everyth... (2 pages)View decision -
Decision Reference DRN9229525
10 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited hasn’t completed an annual service to his boiler for a number of years. He says this is due to the presence of asbestos, and he didn’t receive the annual invites to book a service.backgroundMr R had a British Gas in... (2 pages)View decision -
Decision Reference DRN-2456442
4 Feb 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2456442 The complaint Mrs L’s complaint is about the service provided under a home emergency insurance policy with British Gas Insurance Limited. Mrs L is represented in this complaint by her daughter, Miss L. What happened Mrs L has held the policy with British Gas for some time. In J... (4 pages)View decision -
Decision Reference DRN1195387
28 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr Y has complained about the handling of a claim under his home plumbing insurance policy with British Gas Insurance Limited.backgroundMr Y contacted British Gas in November 2015, as the flush mechanism on a toilet in his property wasn’t working. I understand the prob... (2 pages)View decision
