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-4272673
14 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4272673 The complaint N, a limited company, complains about the service received from British Gas Insurance Limited under their HomeCare policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving ... (2 pages)View decision -
Decision Reference DRN-4538521
15 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4538521 The complaint Ms B has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. References to British Gas include engineers acting on its behalf. What happened Ms B contacted British Gas to send an engineer to deal with ... (2 pages)View decision -
Decision Reference DRN-4633492
20 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4633492 The complaint Mr P is unhappy with the service he received from British Gas Insurance Limited (British Gas) after making a claim under his boiler breakdown insurance policy. What happened Mr P owns a property which he lets out to tenants. He has an insurance policy provided by ... (4 pages)View decision -
Decision Reference DRN5699024
26 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave him poor service under his home care insurance policy.backgroundMr S owns a property which he lets to tenants. He had British Gas insurance cover which included the central heating boiler. The policy covered repair... (2 pages)View decision -
Decision Reference DRN0455558
15 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M says British Gas Insurance Limited mishandled a claim under a Home Emergency policy.backgroundMr M had a Homecare 400 policy with British Gas. In February 2017 he made a claim to British Gas for an outdoor light that had stopped working. British Gas arranged for... (2 pages)View decision -
Decision Reference DRN9310033
16 Jul 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited acted unfairly and unreasonably when carrying out repairs under a home emergency policy. He wants compensation.background Mr S had a home emergency policy with British Gas, which covered repairs required to his property’s plumbing. In Octob... (2 pages)View decision -
Decision Reference DRN-4011502
4 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4011502 The complaint P complained about how his claim was handled and ultimately settled by British Gas Insurance Limited (“British Gas”) under his Homecare policy which included appliance cover. What happened P made a claim to British Gas when his washing machine broke down. British ... (2 pages)View decision -
Decision Reference DRN-2618961
26 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2618961 The complaint Mr and Mrs T complain about the way British Gas Insurance Limited handled a claim they made on their home emergency insurance policy. What happened In summer 2020, Mr T and Mrs T contacted British Gas, as their boiler had stopped supplying hot water. An engineer a... (3 pages)View decision -
Decision Reference DRN-3727480
3 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3727480 The complaint Mrs R complains about her home emergency policy with British Gas Insurance Limited (British Gas). The complaint is about how British Gas responded to a problem with her boiler. References to British Gas in this decision include their agents who provide services un... (3 pages)View decision -
Decision Reference DRN7465162
24 Feb 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs O are unhappy with the service they received from British Gas Services Limited when their boiler broke down.background Mr and Mrs O’s liquid petroleum gas (LPG) boiler broke down in February 2019. As they had homecare cover with British Gas, they contacted it and arranged for an... (4 pages)View decision
