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 DRN2248736
20 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr E believes that British Gas Insurance Limited failed to take reasonable steps to investigate a potential fault when the gas bill in his property dramatically increased.backgroundAn annual service was carried out on Mr E’s boiler under the terms of his policy with British Gas Insuranc... (2 pages)View decision -
Decision Reference DRN-2265731
29 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2265731 The complaint Mr H complains about the response he received when trying to make a claim on a policy he held with British Gas Insurance Limited (“British Gas”). What happened Mr H held a home emergency policy with British Gas. On 23 December 2019 he called to report that his boi... (2 pages)View decision -
Decision Reference DRN8903082
9 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H is unhappy with how British Gas Insurance Limited dealt with his ‘Homecare’ insurance claim.provisional decision I issued my provisional decision on this case in January 2020, which set out the background to the complaint and what I was minded to decide:“backgroundIn May 2018, Mr H fo... (6 pages)View decision -
Decision Reference DRN-3616282
27 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3616282 The complaint Ms M complains that British Gas Insurance Limited (British Gas) unfairly declined a claim on her home emergency insurance policy. There are several parties and representatives of British Gas involved throughout the complaint but for the purposes of this complaint ... (3 pages)View decision -
Decision Reference DRN1242069
3 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)ComplaintMrs L is unhappy that British Gas Insurance Limited haven’t accepted they’re responsible for damage to her property following an expert report being provided.Mr L has been leading the complaint, but Mrs L is the policyholder, so I’ll refer to her throughout most of the decision.Ba... (2 pages)View decision -
Decision Reference DRN-4297909
14 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4297909 The complaint Ms A is unhappy with the service she’s received from British Gas Insurance Limited (British Gas) following a claim she made. Where I’ve referred to British Gas, this also includes any actions carried out by the agent handling the claim on British Gas’ behalf. What... (5 pages)View decision -
Decision Reference DRN-3777824
18 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3777824 The complaint Mr W complains about British Gas Insurance Limited’s handling of his home emergency insurance claim. References to British Gas include its agents. What happened In April 2022, Mr W made a claim under his home emergency policy with British Gas because there was a f... (3 pages)View decision -
Decision Reference DRN-3336756
25 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3336756 The complaint Mr A has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. Mr A is represented in this case by Mrs A, who I will normally refer to throughout my decision. What happened Mrs A contacted British Gas t... (3 pages)View decision -
Decision Reference DRN7464039
20 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W through their representative Mr D complain that British Gas Insurance Limited didn’t act fairly or reasonably when dealing with a service under a home emergency policy. They want a refund of all premiums paid with interest and compensation.backgroundMr and Mrs W had a home eme... (5 pages)View decision -
Decision Reference DRN3498296
12 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss R is unhappy that British Gas Insurance Limited has turned down a claim she made on her home emergency insurance policy. backgroundMiss R had a home emergency policy with British Gas. This provided her with a number of services – one of these was an annual service... (2 pages)View decision
