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 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 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 DRN8393023
11 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B is unhappy with the way British Gas Insurance Limited handled a claim on his HomeCare insurance.background In February 2017, Mr B had a dripping tap so he made a claim on his British Gas HomeCare insurance. On 16 February, British Gas sent a plumber to his home... (2 pages)View decision -
Decision Reference DRN3615000
21 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains that British Gas Insurance Limited (“British Gas”) have failed to properly fulfil their obligations under her Home Care policy.backgroundMrs A holds a Home Care policy with British Gas that provides servicing and breakdown cover for her boiler. She arranged for her boiler t... (2 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 DRN0706151
30 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B’s complaint arises from a central heating insurance policy he has with British Gas Insurance Limited.backgroundThe policy Mr B has with British Gas includes and an annual service of his boiler. When Mr B went online to book the annual service, he says the appointment confirmation webp... (2 pages)View decision -
Decision Reference DRN-1971066
31 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-1971066 The complaintMr A is unhappy with British Gas Insurance Limited’s response following a broken bathroom sink caused by one of its contractors. All references to British Gas include its appointed agents. The details of this complaint are well known to both parties, so I won’t re... (2 pages)View decision -
Decision Reference DRN7496297
17 Jun 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R complains that British Gas Insurance Limited declined to carry out a repair to her boiler and cancelled her policy.backgroundIn December 2013, Mrs R reported that her boiler had stopped working. British Gas arranged for an engineer to attend the same day. The e... (2 pages)View decision