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 DRN-5152423
9 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5152423 The complaint Mr G is unhappy with the service provided by British Gas Insurance Limited in relation to her central heating insurance policy. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limited. This is b... (4 pages)View decision -
Decision Reference DRN-4281927
3 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4281927 The complaint Mr A complains about British Gas Insurance Limited’s handling of a claim he made under his home emergency insurance policy. What happened In mid-2022 Mr A raised a complaint with British Gas about a delay in fixing an issue with his home electrics. He said he’d be... (3 pages)View decision -
Decision Reference DRN7775781
12 Jul 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“British Gas”) missed an appointment and delayed in carrying out two annual boiler services under his “HomeCare” insurance policy. He wants British Gas to provide consumers with a two-hour time slot for appointments and an assurance tha... (3 pages)View decision -
Decision Reference DRN8249203
9 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains 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 and others for whose actions I hold that compa... (3 pages)View decision -
Decision Reference DRN-2865677
9 Jun 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2865677 The complaint Mr S complains about the service provided by British Gas Insurance Limited (British Gas) when he made a claim under his home emergency insurance policy. What happened Mr S holds a Home Care policy with British Gas that includes repairs to plumbing and drains. In S... (2 pages)View decision -
Decision Reference DRN1133263
8 Oct 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C’s unhappy with British Gas Services Limited’s handling of a claim made under his HomeCare agreement.backgroundIn July 2009, British Gas noticed Mr C was having problems with his central heating system. It recommended Mr C pay for a powerflush and for a magnetic... (2 pages)View decision -
Decision Reference DRN-4465633
6 Dec 2023 British Gas Insurance Limited UpheldInsuranceDRN-4465633 The complaint Mr M and Mrs M have complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. As Mr M mainly dealt with the complaint, I will normally only refer to him. References to British Gas include companies acting on... (2 pages)View decision -
Decision Reference DRN5140099
4 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R is unhappy with British Gas Insurance Limited’s handling of a claim under his home emergency insurance policy.background Mr R says that delay in properly repairing a leak from his central heating system has meant that water continued to escape from the overflow pi... (3 pages)View decision -
Decision Reference DRN5066745
11 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S says British Gas Insurance Limited mishandled a claim under a home emergency policy. backgroundMr S has a HomeCare policy with British Gas that covers his boiler and central heating system.In January 2016 Mr S called British Gas for a fault with his boiler. An... (2 pages)View decision -
Decision Reference DRN2704169
7 Dec 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R is unhappy with what British Gas Insurance Limited (British Gas) did when she made a claim under her home care policy.backgroundIn April 2013 Mrs R began paying for Home Electrical Cover as an add-on to her British Gas insurance policy. In January 2015, and aga... (2 pages)View decision
