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-4307595
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4307595 The complaint Mr V complains British Gas Insurance Limited (“BG”) hasn’t met its obligations under his Homecare home emergency policy. What happened BG is the underwriter of this policy, i.e. it’s the insurer. Part of this complaint concerns the actions of its agents for which ... (2 pages)View decision -
Decision Reference DRN2164968
14 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs D complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs D complained to BG about this matter. And, being unhappy with its response, she complained to this service.Our investigator thoug... (2 pages)View decision -
Decision Reference DRN3912630
25 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about the way British Gas Insurance Limited (“BGI”) responded under his home emergency insurance policy, when he asked for help with a water leak.background In January 2017 Mr C phoned BGI because he thought he had two water leaks, one in his central heati... (2 pages)View decision -
Decision Reference DRN5967679
8 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms A complains about a poor response by British Gas Insurance Limited (“BGI”) when she called on it under her home emergency insurance policy after her central heating boiler broke down.backgroundAt 6.00 am on 1 March 2018, Ms A found that her central heating boiler h... (2 pages)View decision -
Decision Reference DRN-2679774
12 Mar 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2679774 The complaint Mr S is unhappy with the service British Gas Insurance Limited (BG) provided when he claimed under his policy for a faulty boiler. What happened Mr S had HomeCare Four home emergency cover with BG for a property he lets. He reported a boiler fault caused by poor p... (6 pages)View decision -
Decision Reference DRN-3302350
2 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3302350 The complaint Mr G complains about British Gas Insurance Limited’s handling of a claim under his home insurance policy. What happened Mr G had a “HomeCare 4” policy with British Gas Insurance Limited (BG). This provided an annual service and insurance cover for his boiler, cont... (3 pages)View decision -
Decision Reference DRN-2336794
16 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2336794 The complaint Mr P is unhappy that his property was damaged by an escape of water after British Gas Insurance Limited (BG) attended to a repair. What happened Mr P had Landlord’s home emergency cover with BG. He booked an appointment for BG to attend to a hot water fault. Afte... (3 pages)View decision -
Decision Reference DRN-4213307
30 Jun 2023 British Gas Services Limited Not upheldInsuranceDRN-4213307 The complaint Mr C complains that British Gas Services Limited (BG) sold him an appliance insurance policy without knowing whether parts were available for any repairs he might need. What happened In 2011, Mr C bought HomeCare Four boiler cover underwritten by British Gas Insur... (4 pages)View decision -
Decision Reference DRN6980476
2 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs H is unhappy with the way British Gas Services Limited (BG) handled her insurance claim.background Mrs H has a home emergency insurance policy with BG. In early 2018 she noticed a bad smell coming from the drain in her kitchen and asked BG to investigate the issue and repair what was c... (2 pages)View decision -
Decision Reference DRN6029624
21 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr G complained to BG about this matter.BG offered Mr G £200 compensation. Mr G thought the compensation should be much higher, so he compl... (2 pages)View decision