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 DRN8278283
14 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.background British Gas insurance covered Mr A’s plumbing as well as his central heating boiler. He complained that its plumbers didn’t give him good service. The adj... (2 pages)View decision -
Decision Reference DRN1530044
11 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundMrs H had a policy to cover home emergencies including plumbing and drainage and kitchen appliances. Where I refer to British Gas I refer to the insura... (4 pages)View decision -
Decision Reference DRN-4322708
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4322708 The complaint Mr K complains that British Gas Insurance Limited (British Gas) failed to repair his boiler in accordance with the terms of his home emergency insurance policy. What happened Mr K had had home emergency policies with British Gas for a number of years. The policy t... (4 pages)View decision -
Decision Reference DRN-3933360
2 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3933360 The complaint Mr H complains that British Gas Insurance Limited hasn’t handled a claim he made under his home emergency policy fairly. What happened At the events of this complaint are well known to both parties, I’ve summarised events. Mr H has a home emergency policy which i... (2 pages)View decision -
Decision Reference DRN-3453843
13 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3453843 The complaint Mr J complains that British Gas Insurance Limited unfairly declined his claim and cancelled his HomeCare policy. He also complains about the service he received. What happened On 29 November 2021, Mr J took out a home emergency policy with British Gas. It covered ... (3 pages)View decision -
Decision Reference DRN-2687548
8 Apr 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2687548 The complaint Mr B complains that British Gas Insurance Limited failed to repair his boiler for over 14 months under his home emergency cover. What happened Mr B had a HomeCare home emergency policy with British Gas. In November 2019, British Gas cancelled a scheduled boiler se... (2 pages)View decision -
Decision Reference DRN-3616390
29 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3616390 The complaint Miss P has complained about the way British Gas Insurance Limited handled a claim under her home emergency policy with them, following a leak at her property. What happened Miss P contacted British Gas on 24 December 2021, to let them know she had a leak in her ba... (3 pages)View decision -
Decision Reference DRN-3977874
21 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3977874 The complaint Mrs P complains British Gas Insurance Limited (“British Gas”) didn’t handle a claim on her home emergency cover as it should have. What happened The details of this complaint were well known to both parties, so rather than repeat them, I focussed on the reasons fo... (2 pages)View decision -
Decision Reference DRN-2475154
2 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2475154 The complaint Mr R 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 engineers and others in... (3 pages)View decision -
Decision Reference DRN4196489
12 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about British Gas Insurance Limited’s decision to decline a claim under his ‘Home Electrical’ insurance policy. The circumstances and background to this complaint were set out in my provisional decision in November 2013, as follows:“background In November 2011, Mr T contac... (3 pages)View decision