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 DRN4607802
7 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F 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 engineers and others for whose actions I hold it responsible.Mrs F had a British G... (2 pages)View decision -
Decision Reference DRN-4633492
20 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4633492 The complaint Mr P is unhappy with the service he received from British Gas Insurance Limited (British Gas) after making a claim under his boiler breakdown insurance policy. What happened Mr P owns a property which he lets out to tenants. He has an insurance policy provided by ... (4 pages)View decision -
Decision Reference DRN-2475154
2 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2475154 The complaint Mr R complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened Where I refer to British Gas, I refer to the insurance company of that name and I include engineers and others in... (3 pages)View decision -
Decision Reference DRN-2809353
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2809353 The complaint A company, which I’ll refer to as S, complains British Gas Insurance Limited reduced the level of cover under a home emergency policy without telling it and mis-diagnosed a fault with the boiler. Mr L, who is a director of S, brings the complaint on S’s behalf. W... (5 pages)View decision -
Decision Reference DRN-3933360
2 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3933360 The complaint Mr H complains that British Gas Insurance Limited hasn’t handled a claim he made under his home emergency policy fairly. What happened At the events of this complaint are well known to both parties, I’ve summarised events. Mr H has a home emergency policy which i... (2 pages)View decision -
Decision Reference DRN-3616390
29 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3616390 The complaint Miss P has complained about the way British Gas Insurance Limited handled a claim under her home emergency policy with them, following a leak at her property. What happened Miss P contacted British Gas on 24 December 2021, to let them know she had a leak in her ba... (3 pages)View decision -
Decision Reference DRN-3977874
21 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3977874 The complaint Mrs P complains British Gas Insurance Limited (“British Gas”) didn’t handle a claim on her home emergency cover as it should have. What happened The details of this complaint were well known to both parties, so rather than repeat them, I focussed on the reasons fo... (2 pages)View decision -
Decision Reference DRN7465162
24 Feb 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs O are unhappy with the service they received from British Gas Services Limited when their boiler broke down.background Mr and Mrs O’s liquid petroleum gas (LPG) boiler broke down in February 2019. As they had homecare cover with British Gas, they contacted it and arranged for an... (4 pages)View decision -
Decision Reference DRN0969716
21 Mar 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited regarding a home emergency insurance claim he made concerning a leak in his kitchen. backgroundIn 2010 British Gas appointed an emergency plumbing firm to attend at Mr A’s property in order to repair a leak from his washing machine. B... (2 pages)View decision -
Decision Reference DRN4196489
12 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about British Gas Insurance Limited’s decision to decline a claim under his ‘Home Electrical’ insurance policy. The circumstances and background to this complaint were set out in my provisional decision in November 2013, as follows:“background In November 2011, Mr T contac... (3 pages)View decision