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 2178 results
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Decision Reference DRN3269296
13 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs B complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy. background Mr and Mrs B have arranged home emergency insurance policies with British Gas each year since 2004. The policy provides cov... (3 pages)View decision -
Decision Reference DRN9015653
30 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C is unhappy with the service provided by British Gas Insurance Limited in relation to a claim under her home emergency insurance policy. backgroundShortly after moving into her new home, Ms C noticed that the lavatory would not flush properly and after a while s... (2 pages)View decision -
Decision Reference DRN0231051
17 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains (through her son-in-law who is her attorney) that British Gas Insurance Limited gave poor service under a home care policy.background Mrs B’s son-in-law complained about how British Gas dealt with her and how long it took to respond to him. He considers that it should c... (2 pages)View decision -
Decision Reference DRN8862943
15 May 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R complains that British Gas Insurance Limited is responsible for poor service and damage in connection with a home emergency insurance policy.backgroundMrs R had British Gas insurance including plumbing and drainage cover. Where I refer to British Gas I refer to the insurance company ... (3 pages)View decision -
Decision Reference DRN-2887336
5 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2887336 The complaint Mr and Mrs F’s complaint is about the service provided in relation to a boiler insurance policy with British Gas Insurance Limited. What happened In 2018, Mr and Mrs F says the boiler would repeatedly cut out and they made a number of claims under the policy. They... (3 pages)View decision -
Decision Reference DRN7965066
10 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited hasn’t acted fairly or reasonably by letting him have home emergency boiler cover. He wants matters put right.backgroundMr R had limited home emergency cover with British Gas and in 2013 took out additional boiler cover. He paid premiums fo... (2 pages)View decision -
Decision Reference DRN0947669
16 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B has complained about the way British Gas Insurance Limited handled a claim made under their home emergency insurance policy.background Mrs B holds a HomeCare policy with British Gas, covering a property she owns with Mr B in the Isle of Wight. It provides brea... (4 pages)View decision -
Decision Reference DRN-2188372
25 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2188372The complaintMrs F complains that British Gas Insurance Limited is responsible for poor service in connection with her home emergency insurance policy. What happenedMrs F had a British Gas Home Care agreement that covered her central heating (including an annual boiler service v... (3 pages)View decision -
Decision Reference DRN-3561360
28 Jun 2022 British Gas Insurance Limited UpheldInsuranceDRN-3561360 The complaint Mr N complains British Gas Insurance Limited breached his home emergency insurance contract with them when advising him to replace his boiler. What happened I issued a provisional decision, setting out what’s happened, and what I thought about that. I’ve copied th... (6 pages)View decision -
Decision Reference DRN-4863524
17 Sep 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4863524 The complaint Mr R complains about British Gas Insurance Limited (“British Gas”) for its decision to decline cover. He wants British Gas to reimburse him the costs he incurred from a third-party repair to drainage. What happened Mr R owns a property which he lets out to tena... (3 pages)View decision
