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 DRN6270380
26 Jul 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A’s complaint came about after he made a claim under his British Gas Homecare agreement, when he had no hot water or heating.backgroundI issued a provisional decision on 14 July 2017. In summary, my provisional findings were that British Gas had not handled the clai... (1 page)View decision -
Decision Reference DRN3596048
6 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy. backgroundMr O held a central heating insurance policy with British Gas for a property he lets out, which includes an annual service o... (3 pages)View decision -
Decision Reference DRN-1748331
25 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1748331The complaintMiss H complains about delays by British Gas Insurance Limited dealing with repairs when she made a claim on her insurance policy. What happenedMiss H has cover under her policy for repairs to some of her home appliances. She made a call to British Gas in November 2... (2 pages)View decision -
Decision Reference DRN6179903
14 Aug 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr R owns a flat in the United Kingdom. He had let the flat to a tenant. Mr R lives in another part of the European Union.He had a home care insurance policy ... (4 pages)View decision -
Decision Reference DRN6319059
13 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S have complained that British Gas Insurance Limited turned down a claim they made on their home care policy. backgroundMr and Mrs S made a claim to British Gas because their shower was leaking. British Gas said it couldn’t send an engineer to their home ... (2 pages)View decision -
Decision Reference DRN-3212289
10 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3212289 The complaint Mr M complained about the service provided by British Gas Insurance Limited under his home emergency policy. What happened Mr M had a HomeCare policy with British Gas that covered him for repairs to his boiler in the event of a breakdown. When a British Gas engine... (2 pages)View decision -
Decision Reference DRN-3826263
25 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3826263 The complaint Mr and Mrs W complain about their home emergency insurance (‘Homecare’) policy with British Gas Insurance Limited. Any reference to British Gas includes the actions of any agents – such as engineers acting on their behalf. What happened The background to this comp... (3 pages)View decision -
Decision Reference DRN-4054437
3 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4054437 The complaint Mr C and Mrs C complain about the level of service received from British Gas Insurance Limited following a claim against their homecare insurance policy. What happened Mr C and Mrs C say British Gas failed to repair a boiler fault in 2020. They say multiple visits... (4 pages)View decision -
Decision Reference DRN-5049336
29 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-5049336 The complaint Mr C complains about British Gas Insurance Limited’s handling of a claim made under his HomeCare insurance policy. What happened Mr C has held HomeCare cover with British Gas since 2017 for a property he rents out. This covers the property’s boiler, controls a... (4 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
