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 DRN4926014
16 Jun 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about the way British Gas Insurance Limited dealt with a claim on his home emergency policy.background Mr H took out a home emergency policy with British Gas, relating to a property that he lets out to tenants. In December 2014 he reported to British Gas... (2 pages)View decision -
Decision Reference DRN-1312454
30 Mar 2020 British Gas Insurance Limited UpheldInsuranceDRN-1312454 The complaintMr S complains about the way British Gas Insurance Limited (British Gas) handled a claim he made on his home emergency insurance policy. What happenedIn June 2019, Mr S’ boiler started leaking. So Mr S’ family didn’t have any hot water in their home. He made a clai... (3 pages)View decision -
Decision Reference DRN4905260
18 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F’s complained that British Gas Insurance Limited unfairly refused to pay a claim on hisboiler and central heating insurance policy.backgroundMr F took out a policy with British Gas towards the end of 2017 for a property that he rentsout. In early 2018 British Gas arranged a ‘first serv... (5 pages)View decision -
Decision Reference DRN2494912
15 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs R say British Gas Insurance Limited has mishandled their claim under a home emergency insurance policy.backgroundMr and Mrs R have a home emergency policy that covers their drains and plumbing. In July 2015 they contacted British Gas as they had a problem ... (2 pages)View decision -
Decision Reference DRN-4307787
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4307787 The complaint Miss G is unhappy with the service she received from British Gas Insurance Limited, in relation to a home emergency insurance policy she held with it. What happened Miss G had a ‘homecare four’ home emergency insurance policy with British Gas. The policy provided ... (6 pages)View decision -
Decision Reference DRN3163090
22 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains about the service he’s received from British Gas Insurance Limited under home emergency cover. He says his boiler has broken down numerous times since he took out the cover in 2014; that British Gas Insurance Limited has only provided temporary fixes; and that it has damaged... (3 pages)View decision -
Decision Reference DRN-4298799
6 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4298799 The complaint Mr U complains about the way British Gas Insurance Limited handled a claim under his HomeCare insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Mr U made a claim on his HomeCare policy i... (2 pages)View decision -
Decision Reference DRN-4916389
22 Jul 2024 British Gas Insurance Limited UpheldInsuranceDRN-4916389 The complaint Mr B is unhappy with the service he received from British Gas Insurance Limited under his HomeCare agreement. What happened Mr B’s policy with British Gas includes an annual service of his boiler. Mr B had arranged an appointment for his service to take place o... (3 pages)View decision -
Decision Reference DRN-4988491
29 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4988491 The complaint Mr C’s complaint is about the service provided under his home emergency insurance policy with British Gas Insurance Limited. What happened Mr C holds the policy with British Gas for a property he lets out. In July 2022, Mr C contacted British Gas to make a clai... (5 pages)View decision -
Decision Reference DRN9451843
6 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A complain about the amount of time taken by British Gas Insurance Limited to install a new boiler. They also complain that British Gas Insurance Limited sent them correspondence in the incorrect name. backgroundMrs and Mrs A hold a HomeCare policy, underwritten by British ... (3 pages)View decision