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 DRN0657422
14 Nov 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about British Gas Insurance Limited’s refusal to repair his boiler under his insurance policy. The circumstances and background to this complaint were set out in my provisional decision in October 2013, as follows:“background Mr C held a central heating cover insurance ... (4 pages)View decision -
Decision Reference DRN2990691
13 Oct 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains about the increase to his British Gas Insurance Limited home emergency cover premium when he upgraded his policy.backgroundMr R had a ‘HomeCare 100’ policy with British Gas which renewed each year in October. In October 2015 the policy renewed and the month... (3 pages)View decision -
Decision Reference DRN-3625959
17 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3625959 The complaint Mrs S complained about the poor level of customer service and workmanship she received from British Gas Insurance Limited (“British Gas”) under her Home Emergency policy. Mrs S has had some representation during this complaint, but for ease and simplicity I will o... (3 pages)View decision -
Decision Reference DRN3052674
2 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S are unhappy with the service they’ve received from British Gas Insurance Limited in relation to their home emergency policy. background Mr and Mrs S had an annual service on their boiler. Shortly after, they had issues with their boiler and contacted B... (2 pages)View decision -
Decision Reference DRN-3370333
14 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3370333 The complaint Mr H has complained that British Gas Insurance Limited cancelled appointments he’d made to have his boiler repaired after he’d made arrangements to make sure he could be available. What happened Mr H had a Homecare policy with British Gas, which provided him with ... (2 pages)View decision -
Decision Reference DRN-3626410
2 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3626410 The complaint Mr P has complained that British Gas Insurance Limited (British Gas) was taking payments for two home emergency policies at his address. What happened Mr P contacted British Gas when he found that payments were being taken for a second British Gas home emergency p... (2 pages)View decision -
Decision Reference DRN1030698
4 Jun 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs T is unhappy with British Gas Insurance Limited’s handling of her claim for a leaking radiator. background to complaintMrs T holds a Homecare cover insurance policy, underwritten by British Gas. In February 2011, Mrs T registered a claim with British Gas becaus... (3 pages)View decision -
Decision Reference DRN-2597835
9 Mar 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2597835 The complaint Mr S complains that British Gas Insurance Limited (British Gas) gave him a poor service under his HomeCare policy. He says this led to his tenants withholding rent and to repairs being needed at his property. British Gas Insurance Limited is the insurer responsibl... (4 pages)View decision -
Decision Reference DRN-1379971
31 Jan 2020 British Gas Insurance Limited UpheldInsuranceDRN-1379971The complaintMs H has complained that British Gas Insurance Limited caused damage to her property when she made a claim under a home emergency insurance policy. What happenedMs H had a Homecare policy with British Gas which covered her for emergencies in the home. On 31 May 2019... (2 pages)View decision -
Decision Reference DRN-4096997
5 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4096997 The complaint Mr G complains that British Gas Insurance Limited has treated him unfairly when handling a claim made on his home care policy. What happened Mr G made a claim under his home emergency/care policy for British Gas to repair a water leak that he’d been informed of by... (3 pages)View decision
