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 DRN-2129635
28 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-2129635The complaintMiss A complains that British Gas Insurance Limited mishandled her claim on a homeemergency insurance policy.What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include itsassociated plumbing and drainage company and others... (3 pages)View decision -
Decision Reference DRN2392012
5 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr D had a British Gas HomeCare policy. It included cover for plumbing and drainage. Where I refer to British Gas I refer to the insurance company of that nam... (4 pages)View decision -
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-2910269
15 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2910269 The complaint Ms H complains that, for six years, British Gas Insurance Limited carried out sub-standard annual services on her boiler under her home care insurance policy, which eventually resulted in her boiler being condemned. What happened Ms H first took out a home care po... (6 pages)View decision -
Decision Reference DRN-4315396
28 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4315396 The complaint Miss S has complained about the service received from British Gas Insurance Limited (‘British Gas’) and damage caused under her home care policy. For the avoidance of doubt, the term ‘British Gas’ includes its agents, representatives and contractors in this decisi... (5 pages)View decision -
Decision Reference DRN-3070993
27 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3070993 The complaint Miss C has complained that British Gas Insurance Limited (British Gas) broke her boiler during an annual service carried out under her home emergency policy. What happened Miss C arranged for her boiler to be serviced by British Gas. During the engineer’s visit, ... (3 pages)View decision -
Decision Reference DRN-3102648
14 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3102648 The complaint Mr C has complained about the home emergency policy he had with British Gas Insurance Limited (British Gas). What happened Mr C had a policy with British Gas for a gas safety check and certificate (CP12) for a property he owned. He said he spoke to British Gas an... (3 pages)View decision -
Decision Reference DRN4215025
17 Apr 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)summary of complaintMr T complains about British Gas Insurance Limited’s decision to decline his claim for accidental damage under his insurance policy.background to complaintMr T holds a HomeCare 400 insurance policy, underwritten by British Gas, which provides cover for accidental d... (3 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 DRN3520519
23 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains British Gas Insurance Limited won’t pay for repairs to her boiler.background Miss L has a policy for her boiler with British Gas. This policy covers a service for her boiler each year; and claims for repairs to her boiler. Towards the end of 2018, Miss L’s boiler still had... (2 pages)View decision