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 2198 results
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Decision Reference DRN0838543
13 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains about what happened when he got repairs done by British Gas Insurance Limited (“BGI”).backgroundMr B told us that he rang BGI about a leak. Someone came out to fix it early in February 2018. A couple of weeks later, Mr B went back into that area of t... (4 pages)View decision -
Decision Reference DRN-4949579
6 Aug 2024 British Gas Services Limited UpheldInsuranceDRN-4949579 The complaint Ms R complains about British Gas Services Limited (“BGS”) and the service they provided after she made a claim on her HomeCare insurance policy following her discovery of a leak in her kitchen. What happened The claim and complaint circumstances are well known ... (4 pages)View decision -
Decision Reference DRN-4556184
1 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4556184 The complaint Mr R complains about British Gas Insurance Limited (BG) delays and handling of his claim, under his home emergency policy. What happened Mr R held a home emergency policy with BG. He contacted them to book in a landlord safety gas check and explained that his tena... (3 pages)View decision -
Decision Reference DRN1099572
29 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L complains about how British Gas Insurance Limited (BG) dealt with her Homecare insurance policy claim. My references to BG include its agents.backgroundMrs L claimed on her Homecare policy with BG when she noticed signs of a leak in her hallway. BG’s engineer att... (2 pages)View decision -
Decision Reference DRN-3489654
29 Jun 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3489654 The complaint Mr B complains about the way British Gas Insurance Limited (BGI) handled claims on his Homecare home emergency insurance policy. What happened The background to this complaint is well known to the parties, so I’ve included a summary here. Mr B has a home emergenc... (2 pages)View decision -
Decision Reference DRN2182533
20 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains about British Gas Insurance Limited’s (BG) service when he made a claim under his Homecare insurance policy and that it was in breach of contract.backgroundOn 29 February 2018 Mr L contacted BG to repair his boiler as he had no central heating or hot wa... (2 pages)View decision -
Decision Reference DRN8218707
16 Jul 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that Aviva Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr C had a policy in the name of a home assistance company. It covered his central heating and hot water system. But each claim was subject to payment of a £50.00 e... (3 pages)View decision -
Decision Reference DRN-4414275
8 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4414275 The complaint Mr M complains about British Gas Insurance Limited (BG) poor service, following an annual service under his appliance insurance policy. What happened Mr M had his gas appliance initially serviced by BG in 2021. He said during the service the engineer removed the c... (3 pages)View decision -
Decision Reference DRN4834635
18 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about how British Gas Insurance Limited (BG) dealt with his Homecare insurance claim. My references to BG include its agents.backgroundOn the 9 August Mr H contacted BG about a problem with the mixer tap for his shower. He says BG’s contracted plumber w... (2 pages)View decision -
Decision Reference DRN6556810
15 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms M isn’t happy with the offer British Gas Insurance Limited (BGIL) made to fix some damage she says was caused by their appointed plumber.background Ms M claimed on her Homecare policy in June 2016 after her tenants reported that one of the bath taps wouldn’t turn... (4 pages)View decision
