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 DRN6179903
14 Aug 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr R owns a flat in the United Kingdom. He had let the flat to a tenant. Mr R lives in another part of the European Union.He had a home care insurance policy ... (4 pages)View decision -
Decision Reference DRN9337894
21 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the level of service she received from British Gas Insurance Limited over several years in relation to her HomeCare cover. backgroundMs G’s boiler was installed by a third party in 2000. Since 2006 Ms G has had various repairs carried out by Briti... (2 pages)View decision -
Decision Reference DRN-4547206
24 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4547206 The complaint Mr E complains about British Gas Insurance Limited’s (“British Gas”) decision to decline his claim under his home emergency policy. What happened Mr E made a claim after the extractor fan in the bathroom of his property stopped working. British Gas declined the cl... (3 pages)View decision -
Decision Reference DRN-3125120
20 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3125120 The complaint Ms P complains that British Gas Insurance Limited (British Gas) failed to complete the annual service on her boiler. And that it gave poor service when her boiler broke down. There are several parties and representatives of British Gas involved throughout the clai... (3 pages)View decision -
Decision Reference DRN5365242
23 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs Z complains that British Gas Insurance Limited (British Gas) required multiple visits to her property to resolve two claims for a water and gas leak.backgroundMrs Z has a HomeCare Four policy with British Gas, which covers her boiler and central heating system, as well as plumbing and ... (2 pages)View decision -
Decision Reference DRN7277617
29 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains (on behalf of himself and Mrs B) that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include engineers, call-handler... (3 pages)View decision -
Decision Reference DRN-5049336
29 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-5049336 The complaint Mr C complains about British Gas Insurance Limited’s handling of a claim made under his HomeCare insurance policy. What happened Mr C has held HomeCare cover with British Gas since 2017 for a property he rents out. This covers the property’s boiler, controls a... (4 pages)View decision -
Decision Reference DRN-3351183
17 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3351183 The complaint Ms R has complained about the quality of work and level of service she received from British Gas Insurance Limited (‘British Gas’) under her HomeCare and emergency policy. What happened Ms R had a HomeCare policy with British Gas. This policy included cover in the... (4 pages)View decision -
Decision Reference DRN-4054437
3 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4054437 The complaint Mr C and Mrs C complain about the level of service received from British Gas Insurance Limited following a claim against their homecare insurance policy. What happened Mr C and Mrs C say British Gas failed to repair a boiler fault in 2020. They say multiple visits... (4 pages)View decision -
Decision Reference DRN1650022
29 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G owned two flats in the same building and rented them to tenants. His complaint relates to one of those flats (“the flat”).Mr G had British G... (5 pages)View decision
