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 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 DRN7358379
15 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited should refund £50 it charged him under a HomeCare policy for his central heating.backgroundAbout five months after its first annual service visit, British Gas fixed a leaking filter by fitting a new seal. Mr M complained when it charged h... (2 pages)View decision -
Decision Reference DRN9820800
26 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about a central heating insurance policy provided by British Gas Insurance Limited. backgroundMr M held plumbing and drains, home electrical and kitchen appliance insurance cover with British Gas. On 26 January 2018, he contacted British Gas to discus... (2 pages)View decision -
Decision Reference DRN-4437290
28 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4437290 The complaint Mr R and Dr W have complained about the service provided by British Gas Insurance Limited in relation to a claim made under their home emergency insurance policy. What happened Dr W held a boiler and central heating insurance policy with British Gas since December... (12 pages)View decision -
Decision Reference DRN7554695
22 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s representative is unhappy with the service received from British Gas Insurance Limited. In particular he feels that the attempts to repair the boiler under the Home Care Policy have been unsatisfactory, its customer service has been poor and that the annual service has not been car... (3 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 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 DRN3570908
9 Nov 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms C complains British Gas Insurance Limited failed to diagnose a blockage affecting her kitchen sink for four years. Ms C is also unhappy with what British Gas Insurance Limited has said about a problem with a manhole. backgroundMs C holds a home emergency insurance pol... (5 pages)View decision -
Decision Reference DRN2530560
13 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D is unhappy with the service he received from British Gas Insurance Limited when he made a claim on his home emergency insurance policy. backgroundIn October 2018, Mr D contacted British Gas to arrange a call-out on his HomeCare Three policy – which (amongst other things) provides cove... (3 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