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-4428599
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4428599 The complaint Mr S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mr S owned a rental property. He contacted British Gas to send an engineer to fix the central heating. When the engineer visit... (2 pages)View decision -
Decision Reference DRN-2376263
22 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2376263 The complaint Ms E complains about British Gas Insurance Limited’s handling of a claim under her home insurance policy. What happened Ms E had a Home Care policy with British Gas. This covered her central heating, plumbing and electrical systems. She made a claim in December 20... (4 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 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-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-1823738
26 Jun 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Mrs M complains that British Gas Insurance Limited has turned down a claim she made on her home emergency insurance policy. What happened In November 2017, Mrs M added electrical cover to her home emergency insurance policy. She told British Gas about a fault with her electri... (4 pages)View decision -
Decision Reference DRN0319404
2 Jul 2019 British Gas Insurance Limited Not 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 the insurer or British Gas, I refer to the insurance company of that name and I include engineers and others for whos... (4 pages)View decision -
Decision Reference DRN7997621
14 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T says British Gas Insurance Limited didn’t carry out annual services on her boiler, told her she needed to replace the boiler and didn’t do a repair sooner. The background to Mrs T’s complaint and my provisional findings were set out in my provisional decision ... (3 pages)View decision -
Decision Reference DRN-3634737
17 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3634737 The complaint Mrs M complains about British Gas Insurance Limited’s (British Gas) handling of a claim made under her HomeCare insurance policy. What happened Mrs M has held a HomeCare policy with British Gas for over 16 years. She says only British Gas engineers had maintained... (2 pages)View decision