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 2257 results
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Decision Reference DRN3414036
9 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr I complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr I took out a British Gas HomeCare policy in 2014. In 2018 he complained that – instead of fixing his boiler - British Gas cancelled his policy... (4 pages)View decision -
Decision Reference DRN2961054
10 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M has complained about the way British Gas Insurance Limited (“British Gas”) handled a claim made under his home emergency insurance policy.backgroundMr M holds a HomeCare policy with British Gas, which provides cover for his boiler.In December 2018, Mr M’s Nest pro... (3 pages)View decision -
Decision Reference DRN-3342754
17 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3342754 The complaint Mr F complains about the level of service received from British Gas Insurance Limited (British Gas) when he made two claims on his HomeCare insurance policy. What happened On 28 January 2021 Mr F made a claim on his HomeCare insurance policy that he held with Brit... (4 pages)View decision -
Decision Reference DRN9991520
4 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs and Mr D complain about the handling by British Gas Insurance Limited of repairs conducted following a claim made under their HomeCare insurance policy.background In May 2012, Mrs and Mr D took out their policy with British Gas.In June 2012, British Gas attended Mrs and Mr D’s pro... (3 pages)View decision -
Decision Reference DRN-3596833
14 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3596833 The complaint Dr K complains about British Gas Insurance Limited (“British Gas”) for delays in attending to respond to a leak. Dr K wants British Gas to pay him compensation for the costs of a plumber he engaged, damage to another property and for the increase in his insurance ... (3 pages)View decision -
Decision Reference DRN1564577
17 Oct 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)summary of complaintMr J complains about British Gas Insurance Limited’s handing of his insurance claim for a problem with his hot water supply.background to complaintMr J holds a policy, underwritten by British Gas. In October 2011, British Gas attended at Mr J’s property in response... (3 pages)View decision -
Decision Reference DRN4864118
16 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the way British Gas Insurance Limited handled a number of herHomeCare insurance claims. Ms G is also unhappy because British Gas recently cancelled her policy.background I issued a provisional decision on this complaint in October 2015. An extract f... (4 pages)View decision -
Decision Reference DRN-2519543
18 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2519543 The complaint Mr T complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened From at least May 2018, Mr T had a British Gas Homecare agreement. We categorise that as a home emergency insuranc... (3 pages)View decision -
Decision Reference DRN-3295728
6 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3295728 The complaint S complained that they had some insurance policies unfairly cancelled by British Gas Insurance Limited (“British Gas”) because of a misunderstanding in relation to a claim under their home emergency policy. What happened British Gas’ contractor was unable to compl... (3 pages)View decision -
Decision Reference DRN-2178022
7 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2178022 The complaint Mr D is unhappy with the service provided by British Gas Insurance Limited under his home emergency policy. What happened Mr D booked his annual boiler service under his HomeCare policy. However, British Gas then changed the appointment the day before it was due t... (3 pages)View decision