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-4196540
20 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4196540 The complaint Mr K complains about the way British Gas Insurance Limited dealt with a claim on his home emergency insurance policy and says the compensation offered in respect of this was too low. What happened Mr K called British Gas in December 2022 after discovering a leak f... (2 pages)View decision -
Decision Reference DRN-1902737
19 Jun 2020 British Gas Insurance Limited Not upheldInsuranceThe complaint Mr H has complained about British Gas Insurance Limited. He isn’t happy that his premium increased after a claim under his home emergency insurance policy. What happened Mr H had his home emergency policy with British Gas. When his premium increased at the time of renewal he ... (2 pages)View decision -
Decision Reference DRN-4507180
17 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4507180 The complaint Miss P complains that British Gas Insurance Limited failed to correctly diagnose a leak when she made a claim under her home emergency insurance policy. What happened In November 2022, Miss P reported a leak to British Gas as she had water coming through her kitch... (3 pages)View decision -
Decision Reference DRN9791930
13 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs W’s complaint is about the service provided by British Gas Insurance Limited inrelation to a central heating insurance policy.backgroundI issued a provisional decision on this matter in November 2019, part of which is copied below: “Mr and Mrs W reported that the pressure in the... (3 pages)View decision -
Decision Reference DRN-3044410
4 Oct 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3044410 The complaint Mrs M complains that British Gas Insurance Ltd’s engineer misdiagnosed the cause of a leak, when she made a claim under her home emergency policy. What happened Mrs M made a claim under her policy to British Gas when she noticed a leak had discoloured her ceiling.... (2 pages)View decision -
Decision Reference DRN5636191
22 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs D’s complaint arises from a central heating insurance policy withBritish Gas Insurance Limited.backgroundI issued a provisional decision on this matter in May 2020, part of which is copied below: “Mr and Mrs D have held a policy with British Gas for some years. In October 2018, ... (6 pages)View decision -
Decision Reference DRN8885844
4 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms L complains about the poor service she received from British Gas Insurance Limited when she made a claim under her HomeCare insurance policy.background Ms L made a claim for a problem with her boiler on 3 January 2013. British Gas visited Ms L’s home on 3 January and ordered a part, ... (2 pages)View decision -
Decision Reference DRN4116724
7 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains about the workmanship of British Gas Insurance Limited (“British Gas”) when it installed a hot water tank and expansion vessel at his property. backgroundBritish Gas attended Mr J’s property in January 2013 to install a hot water tank and expansion vessel. Mr J said the exp... (2 pages)View decision -
Decision Reference DRN0047755
12 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L has complained that British Gas Insurance Limited won’t cover the damage to her property. Mrs L believes that the damage wouldn’t have occurred if British Gas’ engineer had done his job effectively.backgroundThe tenants living at Mrs L’s property reported a... (3 pages)View decision -
Decision Reference DRN-4862270
21 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4862270 The complaint Mr A is unhappy that British Gas Insurance Limited (British Gas) declined his claim to repair a leak in his bathroom. What happened Mr A has a home emergency policy with British Gas. The underwriter is British Gas, and the policy covers plumbing and drains cove... (3 pages)View decision