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-3416937
23 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3416937 The complaint Mr S complains British Gas Insurance Limited unfairly declined a claim he made on his HomeCare policy What happened Mr S had boiler insurance with British Gas. As part of that he received a service. In 2020, when British Gas serviced the boiler, it said it was dan... (2 pages)View decision -
Decision Reference DRN-1627562
29 Jun 2020 British Gas Insurance Limited Not upheldInsuranceThe complaint Mr B 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 its associated plumbing and drainage ... (2 pages)View decision -
Decision Reference DRN-3778038
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3778038 The complaint Mrs M is unhappy with the service she has received from British Gas Insurance Limited (British Gas) under her HomeCare and appliance repair cover. What happened In November 2018 Mrs M reported a fault to her fridge. A British Gas engineer attended but couldn’t fin... (4 pages)View decision -
Decision Reference DRN-2968848
10 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2968848 The complaint Ms D complains about the way British Gas Insurance Limited’s handled a claim she made, which resulted in damage being caused to her property. What happened Ms D contacted British Gas as she noticed water coming through her kitchen ceiling. By the time British Gas ... (2 pages)View decision -
Decision Reference DRN4714755
16 Oct 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he has received from British Gas Services Limited under his HomeCare agreement. background Mr B held a HomeCare care agreement provided by British Gas. When his agreement renewed in May 2011 it became a HomeCare cover insurance policy u... (3 pages)View decision -
Decision Reference DRN5386928
9 Jul 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company of that name and others for whose actions I hold that company responsible. That includes its a... (4 pages)View decision -
Decision Reference DRN5714266
30 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain about a claim made for a repair to their oven under their insurance policy with British Gas Insurance Limited (British Gas).backgroundMr and Mrs M hold an insurance policy with British Gas, which includes cover for their kitchen appliances. Mr M co... (2 pages)View decision -
Decision Reference DRN6697283
29 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F is unhappy about the charges he was asked to pay by British Gas Insurance Limited under his home emergency policy.backgroundWhen a leak was found Mr F arranged for an engineer to visit. The British Gas engineer found two faulty leaking valves and replaced them. ... (2 pages)View decision -
Decision Reference DRN1015699
31 Oct 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs and Mr E complain that British Gas Insurance Limited had not treated them fairly when it capped their boiler off. They are also unhappy that they had to contact British Gas themselves to arrange for the Annual Service Visits. background to complaintIn November 20... (3 pages)View decision -
Decision Reference DRN-2630558
25 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2630558 The complaint Mrs O complains British Gas Insurance Limited failed to attend her home emergency within a reasonable time and mis-sold her home emergency insurance policy. She’s also unhappy with the service she got when she phoned British Gas for the emergency call-out. What ha... (4 pages)View decision