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 DRN5852816
21 Oct 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Misses W have held cover through British Gas Services Limited for a number of years.They are unhappy with a number of matters that arose around the time their policy was renewed in 2014. backgroundMisses W’s policy was due for renewal on 1 November 2014. They di... (3 pages)View decision -
Decision Reference DRN8967118
13 May 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited caused water damage to his property following a repair under his insurance policy.The circumstances of this complaint are set out in my provisional decision issued in January 2014 as outlined below: background Mr A holds a policy, underw... (3 pages)View decision -
Decision Reference DRN2706271
18 May 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs O complains that British Gas Insurance Limited should refund her payments for a landlord’s home care policy.background Mrs O had a property let to tenants. She had a HomeCare 400 policy. So – when there was a leak – she called British Gas for help. She complained th... (2 pages)View decision -
Decision Reference DRN-2456098
13 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2456098 The complaint Mrs M 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 its pluming and drainag... (3 pages)View decision -
Decision Reference DRN-1952416
9 Jul 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Mrs D is unhappy with how British Gas Insurance Limited (“British Gas”) handled a claim made under her Homecare policy following three water leaks from her bathroom. What happened Mrs D contacted British Gas when she noticed water stains on her kitchen ceiling. Mrs D paid the... (5 pages)View decision -
Decision Reference DRN-3416937
23 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3416937 The complaint Mr S complains British Gas Insurance Limited unfairly declined a claim he made on his HomeCare policy What happened Mr S had boiler insurance with British Gas. As part of that he received a service. In 2020, when British Gas serviced the boiler, it said it was dan... (2 pages)View decision -
Decision Reference DRN0172355
30 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M is unhappy with the way British Gas Insurance Limited (‘British Gas’) has handled a claim she made for an emergency visit.Mrs M is represented by her daughter in this complaint. background Mrs M has a home emergency policy which is insured by British Gas. Mrs ... (3 pages)View decision -
Decision Reference DRN5945242
18 Nov 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M has complained about the way British Gas Insurance Limited (British Gas) dealt with a claim she made on her home emergency insurance policy after her boiler stopped working. background I issued a provisional decision on this complaint last month. An extract from that decision follows... (7 pages)View decision -
Decision Reference DRN0654837
7 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O is complaining that British Gas Insurance Limited (British Gas) hasn’t repaired damage it caused to a wall after he made a claim on his home emergency policy.background Mr O contacted British Gas in October 2016 to claim under his home emergency policy for a leaki... (2 pages)View decision -
Decision Reference DRN5714266
30 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain about a claim made for a repair to their oven under their insurance policy with British Gas Insurance Limited (British Gas).backgroundMr and Mrs M hold an insurance policy with British Gas, which includes cover for their kitchen appliances. Mr M co... (2 pages)View decision
