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 2181 results
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Decision Reference DRN-4297909
14 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4297909 The complaint Ms A is unhappy with the service she’s received from British Gas Insurance Limited (British Gas) following a claim she made. Where I’ve referred to British Gas, this also includes any actions carried out by the agent handling the claim on British Gas’ behalf. What... (5 pages)View decision -
Decision Reference DRN5611797
1 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs S called for help with her central heating boiler. She complained that British Gas left her without central heating and hot water.Our investigator ... (2 pages)View decision -
Decision Reference DRN-4303873
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4303873 The complaint Mr R has complained that British Gas Insurance Limited (‘British Gas’) was responsible for damage to his property following a claim under his home care policy. For the avoidance of doubt, the term ‘British Gas’ includes its contractors and agents for the purposes ... (5 pages)View decision -
Decision Reference DRN1745002
24 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains British Gas Insurance Limited have declined a claim on his British Gas Homecare policy.backgroundThe previous owner of Mr S’s property had a British Gas boiler installed in 2009. Mr S moved in during 2012 and registered the boiler to his existing Homecare policy.In March 201... (2 pages)View decision -
Decision Reference DRN-3777824
18 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3777824 The complaint Mr W complains about British Gas Insurance Limited’s handling of his home emergency insurance claim. References to British Gas include its agents. What happened In April 2022, Mr W made a claim under his home emergency policy with British Gas because there was a f... (3 pages)View decision -
Decision Reference DRN-3397931
15 Jul 2022 British Gas Services Limited UpheldInsuranceDRN-3397931 The complaint E complains about how British Gas Services Limited dealt with an escape of water at one of its rental properties. Mr O brought this complaint to our service on behalf of E. For ease of reading I’ll refer to all submissions as being made by Mr O. What happened Mr O... (6 pages)View decision -
Decision Reference DRN-3593099
6 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3593099 The complaint Mr Z has complained that British Gas Insurance Limited agents damaged his bath when fixing the taps following his claim under his home emergency policy underwritten by British Gas. Reference to British Gas includes all its agents. What happened Mr Z made a claim t... (3 pages)View decision -
Decision Reference DRN-2285119
23 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2285119 The complaint Mr D is unhappy that British Gas Insurance Limited (British Gas) cancelled a pre-booked appointment for an annual service at his property, under his home emergency insurance policy. He is also concerned with the level of customer service he received in respect of ... (3 pages)View decision -
Decision Reference DRN-3336756
25 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3336756 The complaint Mr A has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. Mr A is represented in this case by Mrs A, who I will normally refer to throughout my decision. What happened Mrs A contacted British Gas t... (3 pages)View decision -
Decision Reference DRN-2964097
6 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2964097 The complaint Mr C complains British Gas Insurance Limited didn’t properly investigate and repair an intermittent hot water problem under his home emergency insurance policy, and that it gave him poor customer service in its handling of his complaint about that. What happened M... (5 pages)View decision
