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 2257 results
-
Decision Reference DRN9310033
16 Jul 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited acted unfairly and unreasonably when carrying out repairs under a home emergency policy. He wants compensation.background Mr S had a home emergency policy with British Gas, which covered repairs required to his property’s plumbing. In Octob... (2 pages)View decision -
Decision Reference DRN0455558
15 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M says British Gas Insurance Limited mishandled a claim under a Home Emergency policy.backgroundMr M had a Homecare 400 policy with British Gas. In February 2017 he made a claim to British Gas for an outdoor light that had stopped working. British Gas arranged for... (2 pages)View decision -
Decision Reference DRN-2618961
26 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2618961 The complaint Mr and Mrs T complain about the way British Gas Insurance Limited handled a claim they made on their home emergency insurance policy. What happened In summer 2020, Mr T and Mrs T contacted British Gas, as their boiler had stopped supplying hot water. An engineer a... (3 pages)View decision -
Decision Reference DRN-3727480
3 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3727480 The complaint Mrs R complains about her home emergency policy with British Gas Insurance Limited (British Gas). The complaint is about how British Gas responded to a problem with her boiler. References to British Gas in this decision include their agents who provide services un... (3 pages)View decision -
Decision Reference DRN-3734072
1 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3734072 The complaint Miss C complains about how British Gas Insurance Limited (British Gas) responded under her home emergency policy when her boiler broke down. References to British Gas in this decision include their agents who provide services under the policy. What happened In Feb... (3 pages)View decision -
Decision Reference DRN9524467
18 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr I says that British Gas Insurance Limited mis-sold kitchen appliance cover, plumbing and drains cover and home electrics cover policies to him, and has wrongfully deducted premiums for these policies from his account for a number of years. . backgroundIn 2014, Mr I a... (2 pages)View decision -
Decision Reference DRN1940977
28 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain about British Gas Insurance Limited’s handling of their home emergency insurance claim.background British Gas attended Mr and Mrs T’s property in February 2012 due to a fault with a radiator. During the visit the engineer recorded a “not to current standards” issue ... (3 pages)View decision -
Decision Reference DRN1019696
4 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains about the amount of time taken by British Gas Insurance Limited to carry out a repair under her HomeCare insurance policy.Mrs S has a representative assisting her in this complaint.background Mrs S contacted British Gas to inform it of her electrics tripping. She confir... (2 pages)View decision -
Decision Reference DRN7683051
29 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about the service he received from British Gas Insurance Limited under his home emergency policy. backgroundMr K has a central heating policy with British Gas which includes an annual boiler service. Mr K previously complained to us that British Ga... (2 pages)View decision -
Decision Reference DRN8287020
2 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr E complains about the length of time British Gas Insurance Limited took to attend a claim under his Home Care insurance policy.Mr E’s wife has also represented him in this complaint, for ease I have referred to Mr E throughout.backgroundMr E called British Gas to report a leak from the ... (2 pages)View decision