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 2181 results
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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 -
Decision Reference DRN7951796
13 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs G complain that British Gas Insurance Limited’s delay in finding the cause of a leak, under their home care insurance, caused damage to their property.background On 15 May and 21 June, British Gas’ engineers investigated a leak in a shower room in the refurb... (4 pages)View decision -
Decision Reference DRN-2039320
30 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-2039320 The complaintMr W complains that British Gas Insurance Limited mishandled his home emergencyinsurance policy.What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I includeother companies and individuals insofar as I hold that insurance c... (4 pages)View decision -
Decision Reference DRN-4027410
23 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4027410 The complaint Mr S complains about the service he got from British Gas Insurance Limited (British Gas) and about its decision to turn down his claim on his home emergency insurance policy. What happened Mr S was having an extension to his house built. When digging, his builders... (3 pages)View decision -
Decision Reference DRN7051932
21 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr Y is unhappy with British Gas Services Limited’s handling of a claim under his central heating insurance policy. backgroundMr Y’s policy covered a house he rents out to tenants. On 1 September 2015, the boiler was serviced under the policy. The tenants had also said... (3 pages)View decision -
Decision Reference DRN4299597
29 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance.background Mr D had a British Gas policy that he cancelled in September 2018 and another that he took out on 21 December 2018. That policy covered Mr D’s centra... (5 pages)View decision -
Decision Reference DRN2494912
15 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs R say British Gas Insurance Limited has mishandled their claim under a home emergency insurance policy.backgroundMr and Mrs R have a home emergency policy that covers their drains and plumbing. In July 2015 they contacted British Gas as they had a problem ... (2 pages)View decision -
Decision Reference DRN-1312454
30 Mar 2020 British Gas Insurance Limited UpheldInsuranceDRN-1312454 The complaintMr S complains about the way British Gas Insurance Limited (British Gas) handled a claim he made on his home emergency insurance policy. What happenedIn June 2019, Mr S’ boiler started leaking. So Mr S’ family didn’t have any hot water in their home. He made a clai... (3 pages)View decision
