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-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 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 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 DRN8986036
19 Apr 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains that British Gas collected money from her bank account without her authority in relation to her “Boiler and Controls Cover” insurance policy. backgroundIn May 2012, Mrs J contacted British Gas to report a gas leak at her property. British Gas told Mrs J that, on payment of ... (2 pages)View decision -
Decision Reference DRN-2964097
6 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2964097 The complaint Mr C complains British Gas Insurance Limited didn’t properly investigate and repair an intermittent hot water problem under his home emergency insurance policy, and that it gave him poor customer service in its handling of his complaint about that. What happened M... (5 pages)View decision -
Decision Reference DRN-3707547
19 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3707547 The complaint Mr L complained that British Gas Insurance Limited (“British Gas”) unfairly declined his claim under his home emergency / home care policy. Mr L had representation during the complaint, but for ease and simplicity, I’ll only refer to Mr L. What happened Mr L exper... (3 pages)View decision -
Decision Reference DRN-2594692
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2594692 The complaint Ms P complains about the service she got from British Gas Insurance Limited after making a claim on her home emergency insurance policy. What happened Ms P’s home emergency insurance policy with British Gas gave her cover for her boiler, controls and central heati... (6 pages)View decision -
Decision Reference DRN0752640
16 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains British Gas Insurance Limited didn’t complete an annual service on his boiler for a few years; and when it did, it didn’t identify a problem which led to a leak that damaged his boiler beyond economical repair. He also complains gas safety inspections weren’t completed, whic... (3 pages)View decision -
Decision Reference DRN-5117087
3 Dec 2024 British Gas Services Limited UpheldInsuranceDRN-5117087 The complaint Mr and Mrs P complain that British Gas Services Limited (British Gas) incorrectly told them that three policies had been cancelled for non-payment, amongst other service issues. What happened Mr P has been dealing with this complaint, and has a representative. ... (4 pages)View decision
