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 DRN6554034
20 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited when he made a claim under his home emergency policy.As the complaint concerns a claim under the policy I’m making this decision against British Gas Insurance Limited, which is the insure... (5 pages)View decision -
Decision Reference DRN-1726844
1 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1726844 The complaintMr S complains about the service he got from British Gas Insurance Limited after he made a claim on his home emergency policy. What happenedOn 2 May 2019, Mr S noticed a drain in his garden was overflowing. He called British Gas to make a claim. The call handler to... (3 pages)View decision -
Decision Reference DRN-3339300
1 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3339300 The complaint Mrs T complains about British Gas Insurance Limited (“British Gas”) for failing to identify developing corrosion to her boiler flue, despite attending recently for a boiler service and inspection. Mrs T wants British Gas to pay for Mrs T’s replacement boiler and t... (3 pages)View decision -
Decision Reference DRN1233868
4 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss P complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include its engineers and others for whose actions I hold it resp... (3 pages)View decision -
Decision Reference DRN9820800
26 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about a central heating insurance policy provided by British Gas Insurance Limited. backgroundMr M held plumbing and drains, home electrical and kitchen appliance insurance cover with British Gas. On 26 January 2018, he contacted British Gas to discus... (2 pages)View decision -
Decision Reference DRN-4981217
23 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4981217 The complaint Ms R has complained that British Gas Insurance Limited (British Gas) provided poor service under her home emergency policy, which led to her boiler needing to be replaced. What happened Ms R had a home emergency policy with British Gas for several years. Durin... (5 pages)View decision -
Decision Reference DRN-1823738
26 Jun 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Mrs M complains that British Gas Insurance Limited has turned down a claim she made on her home emergency insurance policy. What happened In November 2017, Mrs M added electrical cover to her home emergency insurance policy. She told British Gas about a fault with her electri... (4 pages)View decision -
Decision Reference DRN5057205
11 Apr 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited gave him poor service under a home emergency insurance policy.backgroundMr K had British Gas insurance cover which included plumbing and drainage. He suffered a water leak through a ceiling and into his kitchen. He call... (5 pages)View decision -
Decision Reference DRN-2527651
16 Feb 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2527651 The complaint Mr and Mrs W complain that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened Where I refer to British Gas, I refer to the insurance company of that name and I include engineers and oth... (3 pages)View decision -
Decision Reference DRN3570908
9 Nov 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms C complains British Gas Insurance Limited failed to diagnose a blockage affecting her kitchen sink for four years. Ms C is also unhappy with what British Gas Insurance Limited has said about a problem with a manhole. backgroundMs C holds a home emergency insurance pol... (5 pages)View decision