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-2830864
9 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2830864 The complaint Mrs H complains about delays when she made a claim with British Gas Insurance Limited under an insurance policy covering faults with her boiler. To resolve her complaint, she wants British Gas to reimburse what she’s paid for another contractor to carry out the re... (4 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-2069844
13 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2069844The complaintMr G complains that British Gas Insurance Limited mishandled his claim on a home emergency insurance policy. What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include other companies and individuals insofar as I hold that... (3 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 DRN9193605
9 Dec 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr N complains that British Gas Insurance Limited mishandled his home care insurance.backgroundMr N had British Gas insurance cover for his central heating and his electrical wiring. He complained that – when he called for help with an electrical fault – British Gas sa... (2 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 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 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 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 -
Decision Reference DRN6913212
8 Aug 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J complain that British Gas Insurance Limited’s engineer caused damage to their property while carrying out an annual boiler service under their HomeCare insurance policy. backgroundIn 2011, a British Gas engineer attended at Mr and Mrs J’s property. During the attendance... (2 pages)View decision