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 2255 results
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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 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 DRN9705819
23 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R and Mr H complain that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company by that name and I include employees and others for whose actions I hold that... (2 pages)View decision -
Decision Reference DRN3676900
1 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited (British Gas) didn’t let him know his carbon monoxide alarm had expired.backgroundMr H has a HomeCare insurance policy underwritten by British Gas. As part of the policy terms British Gas service his boiler each year. T... (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-4322708
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4322708 The complaint Mr K complains that British Gas Insurance Limited (British Gas) failed to repair his boiler in accordance with the terms of his home emergency insurance policy. What happened Mr K had had home emergency policies with British Gas for a number of years. The policy t... (4 pages)View decision -
Decision Reference DRN1530044
11 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundMrs H had a policy to cover home emergencies including plumbing and drainage and kitchen appliances. Where I refer to British Gas I refer to the insura... (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 -
Decision Reference DRN2333476
17 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Ms D’s complaint is about British Gas Insurance Limited’s refusal to refund premiums she paid for a home emergency insurance policy. Ms D will notice that I have changed the business name to British Gas Insurance Limited (rather than British Gas Services Limited). Thi... (2 pages)View decision