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-1891892
30 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-1891892 The complaintMr H is unhappy with British Gas Insurance Limited (British Gas) as it declined to pay for all the repairs he claimed for under his home emergency policy. Reference to British Gas includes agents acting on its behalf.What happenedMr H holds a Home Care policy with... (3 pages)View decision -
Decision Reference DRN-4915488
23 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4915488 The complaint Mrs D’s complaint is about British Gas Insurance Limited’s handling of a claim under her home emergency insurance policy. What happened Mrs D holds the home emergency insurance policy for a property she rents out. Mrs D says that she contacted British Gas in m... (5 pages)View decision -
Decision Reference DRN-4988491
29 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4988491 The complaint Mr C’s complaint is about the service provided under his home emergency insurance policy with British Gas Insurance Limited. What happened Mr C holds the policy with British Gas for a property he lets out. In July 2022, Mr C contacted British Gas to make a clai... (5 pages)View decision -
Decision Reference DRN5216699
5 Sep 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M complain that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr and Mrs M have a flat. They had British Gas HomeCare Two cover for its central heating boiler and central heating system including a hot water cylin... (4 pages)View decision -
Decision Reference DRN-3589388
3 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3589388 The complaint Mrs C complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. Mrs C is represented by Mr C. Where I refer to British Gas, I refer to the above-named insurance company and I include employee... (4 pages)View decision -
Decision Reference DRN-2476655
5 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2476655 The complaint Mr H is unhappy that British Gas Insurance Limited (British Gas) have declined his claim for damage caused to his lounge carpet by an engineer. The work was being carried out under Mr H’s home emergency policy. Mr H wants British Gas to pay him the cash equivalent... (3 pages)View decision -
Decision Reference DRN-4916389
22 Jul 2024 British Gas Insurance Limited UpheldInsuranceDRN-4916389 The complaint Mr B is unhappy with the service he received from British Gas Insurance Limited under his HomeCare agreement. What happened Mr B’s policy with British Gas includes an annual service of his boiler. Mr B had arranged an appointment for his service to take place o... (3 pages)View decision -
Decision Reference DRN-3983591
8 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3983591 The complaint Mrs L complains that British Gas Insurance Limited failed to properly service her boiler which led to it breaking down and having to be replaced. What happened Mrs L took out a British Gas home care insurance policy in November 2014. The policy prov... (3 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 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