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 2270 results
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Decision Reference DRN-3354313
7 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3354313 The complaint Mrs C is unhappy with the way British Gas Insurance Limited (British Gas) handled her home emergency claim. What happened On 31 March 2021, Mrs C noticed all the electrical switches in her house had stopped working. The only exception to this was her lights. So, s... (3 pages)View decision -
Decision Reference DRN-1383108
27 Apr 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1383108 The complaintMr M complains that British Gas Insurance Limited turned down a claim he made on his home emergency insurance policy. Mr M’s represented by his son. What happenedIn early June 2019, Mr M suffered a loss of electricity in the downstairs of his home. He made a claim ... (4 pages)View decision -
Decision Reference DRN-3555469
4 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3555469 The complaint Mr G is unhappy with the delays he experienced whilst waiting for his boiler to be repaired, under his homecare policy with British Gas Insurance Limited. What happened The details of this complaint are well known to both parties, so I will not repeat them again h... (2 pages)View decision -
Decision Reference DRN8770675
6 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs D complain about work carried out to their boiler and wiring by British Gas Insurance Limited under their HomeCare policy. They also complain that British Gas Insurance Limited continued to take premiums for Home Electrical cover after it was removed from the policy.background... (2 pages)View decision -
Decision Reference DRN-1537223
27 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1537223The complaintMr L complains that British Gas Insurance Limited failed to replace all the parts in his boiler - following a repair claim on his policy.What happened Mr L had a British Gas Homecare insurance policy which he could claim for boiler repairs on. Mr L made a claim for ... (2 pages)View decision -
Decision Reference DRN-4048933
28 Mar 2023 British Gas Services Limited UpheldInsuranceDRN-4048933 The complaint Mr C complains about British Gas Service Limited (“British Gas”) for work done by its agents. He wants them to reinstate a water supply which they disconnected during their work. What happened I set out the background to this matter in a provisional decision issue... (2 pages)View decision -
Decision Reference DRN-4326304
31 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4326304 The complaint Mr E complains that British Gas Insurance Limited failed to complete a leak repair in his bathroom which resulted in damage to his bathroom floor. What happened Mr E had a home emergency policy with British Gas. In November 2021 he made a claim as he had a leak in... (3 pages)View decision -
Decision Reference DRN-2942875
11 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2942875 The complaint Mr and Mrs L held a home emergency insurance policy with British Gas Insurance Limited. A British Gas engineer visited their property to work on their boiler. Mr and Mrs L are unhappy because the engineer used their step ladder and left it damaged. They also say t... (2 pages)View decision -
Decision Reference DRN-2981618
3 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2981618 The complaint Mrs M’s complaint is about the handling of a claim under her central heating insurance policy with British Gas Insurance Limited. What happened On 10 April 2021, Mrs M reported a claim to British Gas as she had no hot water and the radiators were dangerously hot. ... (2 pages)View decision -
Decision Reference DRN-2746850
13 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2746850 The complaint Mr S’s complaint is about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in February 2021, part of which is copied below: “Mr S’s policy covers a ... (4 pages)View decision