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 2255 results
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Decision Reference DRN-1887639
5 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1887639 The complaintMr J complains that British Gas Insurance Limited caused delays in dealing with a claim on his home emergency insurance policy. What happenedMr J made a claim on 27 June 2019 for a fault on his washing machine. It had stopped working and the door was closed with t... (3 pages)View decision -
Decision Reference DRN8073588
13 Mar 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W complain that British Gas Insurance Limited mishandled their home care insurance policy.backgroundMr and Mrs W have British Gas cover for their home. He also owns a flat elsewhere which – through a letting agency – he lets to tenants. He complained th... (2 pages)View decision -
Decision Reference DRN1580518
14 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G is unhappy that British Gas Insurance Limited took eight days to attend her property after she put in a claim under her Homecare policy. She’s also unhappy it won’t cover the cost of repairing the damage caused by the leak.backgroundOn 15 February 2016 Mrs G’s ten... (3 pages)View decision -
Decision Reference DRN-2296122
25 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2296122 The complaint Mr M is unhappy that British Gas Insurance Limited declined claims under his home emergency policy following a heating problem and a burst water tank. What happened Mr M had a British Gas homecare policy which covered his boiler and included an annual service. In ... (4 pages)View decision -
Decision Reference DRN-4782302
14 May 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4782302 The complaint Mrs B’s complaint is about the service provided by British Gas Insurance Limited in relation to a boiler insurance policy. What happened Mrs B had a boiler insurance policy with British Gas, which included an annual service of her boiler. British Gas serviced the ... (10 pages)View decision -
Decision Reference DRN0309083
3 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss M is unhappy with the service provided by British Gas Insurance Limited in relation to her home care insurance policy.backgroundMiss M’s partner has been added to the insurance account as a named contact, and has been heavily involved in this matter. But as he i... (5 pages)View decision -
Decision Reference DRN-2454340
24 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2454340 The complaint Mr D’s complaint is about the service provided under his central heating and plumbing policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in November 2020, part of which is copied below: “Mr D has held a policy w... (5 pages)View decision -
Decision Reference DRN-3262537
18 Jan 2022 British Gas Services Limited UpheldInsuranceDRN-3262537 The complaint Mr R complains about British Gas Services Limited (“British Gas”) for delays in reimbursing the cost of repairs. Mr R wants British Gas to compensate him for his inconvenience and distress at having to chase reimbursement over several months. What happened Mr R ha... (3 pages)View decision -
Decision Reference DRN-1891892
30 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-1891892 The complaintMr H is unhappy with British Gas Insurance Limited (British Gas) as it declined to pay for all the repairs he claimed for under his home emergency policy. Reference to British Gas includes agents acting on its behalf.What happenedMr H holds a Home Care policy with... (3 pages)View decision -
Decision Reference DRN7717826
15 Jan 2021 British Gas Services Limited Not upheldInsurance (excluding PPI)Complaint Ms M is unhappy with the work carried out and service provided under her HomeCare Two policy underwritten by British Gas Insurance Limited (British Gas). Background Ms M says she had an annual service on 31 December 2018 and following this she experienced problems with her boiler... (3 pages)View decision