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 DRN0088914
12 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited does not carry out annual services every 12 months, and is therefore in breach of its agreement with him under a HomeCare insurance policy. backgroundMr A’s policy year ran from 11 September to 10 September each year. For the policy yea... (2 pages)View decision -
Decision Reference DRN-3668914
17 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3668914 The complaint Mr R complains about the level of service received from British Gas Insurance Limited under his homecare insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my decision I’ll mainly focus on giving t... (3 pages)View decision -
Decision Reference DRN1237016
29 Aug 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs B1, who is attorney for Mr B2, complains that British Gas Services Limited acted unfairly and unreasonably by recording the tenant of the property covered by a home emergency policy as the policyholder. She wants all premiums paid since 2011 refunded as she felt British Gas’ actions st... (2 pages)View decision -
Decision Reference DRN-2150634
9 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2150634The complaintMr K complains that British Gas Insurance Limited is responsible for poor service in connection with 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 individ... (4 pages)View decision -
Decision Reference DRN-4695325
30 Jul 2024 British Gas Insurance Limited UpheldInsuranceDRN-4695325 The complaint Mr L complains about the settlement offered to him by British Gas Insurance Limited after he made a claim under his Kitchen Appliance insurance policy. He’s also unhappy with British Gas’s handling of his claim. What happened Mr L holds Kitchen Appliance cover... (3 pages)View decision -
Decision Reference DRN-5142763
13 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5142763 The complaint Mr J complains about the service he’s received from British Gas Insurance Limited (British Gas) in relation to his Homecare policy. What happened Mr J had a British Gas Homecare policy. This covered, amongst other things, plumbing, drainage and electrical issu... (3 pages)View decision -
Decision Reference DRN-3479715
8 Jun 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3479715 The complaint Mrs H complained poor workmanship by British Gas Insurance Limited (“British Gas”) caused a leak at her property when it attended to a home emergency under her “HomeCare” insurance policy. Mrs H had representation during the claim, but for ease and simplicity I wi... (2 pages)View decision -
Decision Reference DRN-2725904
8 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2725904 The complaint Mr S complains that British Gas Insurance Limited unfairly turned down a claim he made on his Homecare home emergency insurance policy. What happened Mr S had a Homecare home emergency policy provided by British Gas from about 2010. His policy covered all repairs ... (5 pages)View decision -
Decision Reference DRN-2082208
12 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2082208The complaintMr B complains that British Gas Insurance Limited doesn’t cover the cost of a Powerflush as part of his home emergency insurance policy. What happenedIn November 2019, Mr B got in touch with British Gas to make a claim on his home emergency insurance policy because ... (2 pages)View decision -
Decision Reference DRN5406264
2 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L has complained about British Gas Insurance Limited’s handling of a claim under a home emergency insurance policy.backgroundMrs L made a claim under her policy as her kitchen sink was blocked. British Gas sent a contractor to investigate. The contractor apparently ... (2 pages)View decision
