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 DRN-4519459
8 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4519459 The complaint Miss D had complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Miss D contacted British Gas when the heating kept switching on with the hot water in the early morning. British Gas sent an... (3 pages)View decision -
Decision Reference DRN-2231150
6 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-2231150 The complaint Mrs A in unhappy about the service provided by British Gas Insurance Limited as part of her home emergency policy. What happened Mrs A took out a HomeCare policy with British Gas. She called out British Gas to deal with an issue with her central heating. However, ... (3 pages)View decision -
Decision Reference DRN-1637135
22 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1637135The complaintMrs M (through her son Mr M) complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include oth... (2 pages)View decision -
Decision Reference DRN-3440727
21 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3440727 The complaint Mrs K complains about British Gas Insurance Limited (British Gas) under her home emergency policy. Her complaint is that work carried out by a British Gas engineer led to more problems and she wants British Gas to complete remedial work. References to British Gas ... (6 pages)View decision -
Decision Reference DRN6697283
29 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F is unhappy about the charges he was asked to pay by British Gas Insurance Limited under his home emergency policy.backgroundWhen a leak was found Mr F arranged for an engineer to visit. The British Gas engineer found two faulty leaking valves and replaced them. ... (2 pages)View decision -
Decision Reference DRN-3933360
2 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3933360 The complaint Mr H complains that British Gas Insurance Limited hasn’t handled a claim he made under his home emergency policy fairly. What happened At the events of this complaint are well known to both parties, I’ve summarised events. Mr H has a home emergency policy which i... (2 pages)View decision -
Decision Reference DRN1015699
31 Oct 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs and Mr E complain that British Gas Insurance Limited had not treated them fairly when it capped their boiler off. They are also unhappy that they had to contact British Gas themselves to arrange for the Annual Service Visits. background to complaintIn November 20... (3 pages)View decision -
Decision Reference DRN-3977874
21 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3977874 The complaint Mrs P complains British Gas Insurance Limited (“British Gas”) didn’t handle a claim on her home emergency cover as it should have. What happened The details of this complaint were well known to both parties, so rather than repeat them, I focussed on the reasons fo... (2 pages)View decision -
Decision Reference DRN-3616390
29 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3616390 The complaint Miss P has complained about the way British Gas Insurance Limited handled a claim under her home emergency policy with them, following a leak at her property. What happened Miss P contacted British Gas on 24 December 2021, to let them know she had a leak in her ba... (3 pages)View decision -
Decision Reference DRN2876145
26 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S complain that British Gas Insurance Limited gave poor service under a home emergency insurance policy.background Mr and Mrs S both work as contractors – with no paid time off. Mrs S has told us that they have two disabled children. Mr and Mrs S have a b... (5 pages)View decision
