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 DRN3052674
2 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S are unhappy with the service they’ve received from British Gas Insurance Limited in relation to their home emergency policy. background Mr and Mrs S had an annual service on their boiler. Shortly after, they had issues with their boiler and contacted B... (2 pages)View decision -
Decision Reference DRN-3370333
14 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3370333 The complaint Mr H has complained that British Gas Insurance Limited cancelled appointments he’d made to have his boiler repaired after he’d made arrangements to make sure he could be available. What happened Mr H had a Homecare policy with British Gas, which provided him with ... (2 pages)View decision -
Decision Reference DRN-3626410
2 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3626410 The complaint Mr P has complained that British Gas Insurance Limited (British Gas) was taking payments for two home emergency policies at his address. What happened Mr P contacted British Gas when he found that payments were being taken for a second British Gas home emergency p... (2 pages)View decision -
Decision Reference DRN-4096997
5 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4096997 The complaint Mr G complains that British Gas Insurance Limited has treated him unfairly when handling a claim made on his home care policy. What happened Mr G made a claim under his home emergency/care policy for British Gas to repair a water leak that he’d been informed of by... (3 pages)View decision -
Decision Reference DRN-1379971
31 Jan 2020 British Gas Insurance Limited UpheldInsuranceDRN-1379971The complaintMs H has complained that British Gas Insurance Limited caused damage to her property when she made a claim under a home emergency insurance policy. What happenedMs H had a Homecare policy with British Gas which covered her for emergencies in the home. On 31 May 2019... (2 pages)View decision -
Decision Reference DRN5928292
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr N complains that British Gas Insurance Limited hasn’t paid him compensation as agreed and that it delayed in repairing a water leak causing damage to his property’s celling.backgroundMr N had home care insurance with British Gas. He is unhappy about two issues:First, B... (3 pages)View decision -
Decision Reference DRN-4352133
5 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4352133 The complaint Mr K has complained about the service he received from British Gas Insurance Limited (‘British Gas’) in relation to an appointment he scheduled for his boiler to be serviced. What happened Mr K took out a HomeCare policy with British Gas in January 2023. He booked... (3 pages)View decision -
Decision Reference DRN7727418
20 Aug 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs L’s complaint is about the handling of a claim under a home emergency insurance policy with British Gas Insurance Limited. They say that British Gas’s contractors caused damage to their property. backgroundIn September 2017, Mr and Mrs L reported to British G... (3 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-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