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 DRN-3589388
3 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3589388 The complaint Mrs C complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. Mrs C is represented by Mr C. Where I refer to British Gas, I refer to the above-named insurance company and I include employee... (4 pages)View decision -
Decision Reference DRN-4897963
24 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-4897963 The complaint Mr S complains that British Gas Insurance Limited (British Gas) caused damage to his property when they didn’t fix a leak they attended to or properly advise on the risk to the property whilst waiting for replacement parts to be fitted. There are agents acting... (4 pages)View decision -
Decision Reference DRN-2527651
16 Feb 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2527651 The complaint Mr and Mrs W complain 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 engineers and oth... (3 pages)View decision -
Decision Reference DRN4267481
23 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited gave him poor service under a home care policy.backgroundMr C had a hot water cylinder in his roof space. It failed and caused damage to the bedroom below. He complained that British Gas should have warned him. He also complained that it... (2 pages)View decision -
Decision Reference DRN-4428599
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4428599 The complaint Mr S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mr S owned a rental property. He contacted British Gas to send an engineer to fix the central heating. When the engineer visit... (2 pages)View decision -
Decision Reference DRN-2830864
9 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2830864 The complaint Mrs H complains about delays when she made a claim with British Gas Insurance Limited under an insurance policy covering faults with her boiler. To resolve her complaint, she wants British Gas to reimburse what she’s paid for another contractor to carry out the re... (4 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-1807769
5 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1807769 The complaintMr R complains that British Gas Insurance Limited is responsible for causing damage in connection with a home emergency insurance policy. What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include other companies and ind... (2 pages)View decision -
Decision Reference DRN-1823738
26 Jun 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Mrs M complains that British Gas Insurance Limited has turned down a claim she made on her home emergency insurance policy. What happened In November 2017, Mrs M added electrical cover to her home emergency insurance policy. She told British Gas about a fault with her electri... (4 pages)View decision -
Decision Reference DRN7997621
14 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T says British Gas Insurance Limited didn’t carry out annual services on her boiler, told her she needed to replace the boiler and didn’t do a repair sooner. The background to Mrs T’s complaint and my provisional findings were set out in my provisional decision ... (3 pages)View decision
