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
-
Decision Reference DRN-4054437
3 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4054437 The complaint Mr C and Mrs C complain about the level of service received from British Gas Insurance Limited following a claim against their homecare insurance policy. What happened Mr C and Mrs C say British Gas failed to repair a boiler fault in 2020. They say multiple visits... (4 pages)View decision -
Decision Reference DRN-3212289
10 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3212289 The complaint Mr M complained about the service provided by British Gas Insurance Limited under his home emergency policy. What happened Mr M had a HomeCare policy with British Gas that covered him for repairs to his boiler in the event of a breakdown. When a British Gas engine... (2 pages)View decision -
Decision Reference DRN-2782547
27 Apr 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2782547 The complaint Mrs D has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy. What happened Mrs D contacted British Gas as her tenants had no heating or hot water at a property covered by a HomeCare policy. British ... (2 pages)View decision -
Decision Reference DRN-5049336
29 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-5049336 The complaint Mr C complains about British Gas Insurance Limited’s handling of a claim made under his HomeCare insurance policy. What happened Mr C has held HomeCare cover with British Gas since 2017 for a property he rents out. This covers the property’s boiler, controls a... (4 pages)View decision -
Decision Reference DRN1650022
29 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G owned two flats in the same building and rented them to tenants. His complaint relates to one of those flats (“the flat”).Mr G had British G... (5 pages)View decision -
Decision Reference DRN7277617
29 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains (on behalf of himself and Mrs B) that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include engineers, call-handler... (3 pages)View decision -
Decision Reference DRN2961054
10 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M has complained about the way British Gas Insurance Limited (“British Gas”) handled a claim made under his home emergency insurance policy.backgroundMr M holds a HomeCare policy with British Gas, which provides cover for his boiler.In December 2018, Mr M’s Nest pro... (3 pages)View decision -
Decision Reference DRN-3921704
24 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3921704 The complaint Mr A has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under his home emergency policy. What happened Mr A contacted British Gas to deal with an issue with a radiator. British Gas sent an engineer. Following this, Mr A complai... (4 pages)View decision -
Decision Reference DRN9055383
7 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr K had British Gas insurance cover for his central heating boiler and system (but not for other plumbing and drainage such as his bath). His ce... (3 pages)View decision -
Decision Reference DRN-3342754
17 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3342754 The complaint Mr F complains about the level of service received from British Gas Insurance Limited (British Gas) when he made two claims on his HomeCare insurance policy. What happened On 28 January 2021 Mr F made a claim on his HomeCare insurance policy that he held with Brit... (4 pages)View decision