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-3017614
21 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3017614 The complaint Mr H and Mrs H have complained about British Gas Insurance Limited (British Gas) dealt with a claim under their home emergency policy. What happened Mr H and Mrs H’s electricity went off in their home. So, they contacted British Gas to send an electrician. When th... (2 pages)View decision -
Decision Reference DRN-2663208
7 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2663208 The complaint Mr M complains about the service he received from British Gas Insurance Limited following a claim on his home emergency insurance. Mr M wants British Gas to apologise and to offer a higher level of compensation than they’ve already offered. What happened Mr M’s f... (2 pages)View decision -
Decision Reference DRN7047833
15 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy with British Gas Insurance Limited’s handling of his home emergency insurance claim. He says British Gas failed to notice a fault with his thermostat, which caused damage to his property, and that it incorrectly recommended a powerflush procedure. backgroundIn March 201... (2 pages)View decision -
Decision Reference DRN-3056026
17 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3056026 The complaint Mrs R has complained that British Gas Insurance Limited (British Gas) caused damage to her home as a result of work it carried out under her home emergency policy. What happened Mrs R contacted British Gas when she found a leak coming from her boiler. An engineer... (5 pages)View decision -
Decision Reference DRN-4042674
8 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4042674 The complaint Mr P complains about how British Gas Insurance Limited dealt with his boiler breakdown. He’s unhappy that he was told the repair needed wasn’t covered by his policy, that his gas supply was turned off and that he was left without heating. He wants British Gas to c... (4 pages)View decision -
Decision Reference DRN1623576
24 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr A reported a problem with the lighting in his bathroom to British Gas.The problem was resolved a week later, following several visits b... (2 pages)View decision -
Decision Reference DRN2706271
18 May 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs O complains that British Gas Insurance Limited should refund her payments for a landlord’s home care policy.background Mrs O had a property let to tenants. She had a HomeCare 400 policy. So – when there was a leak – she called British Gas for help. She complained th... (2 pages)View decision -
Decision Reference DRN5271507
12 Feb 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B complains about British Gas Insurance Limited’s handling of her insurance claim relating to a fault with her boiler. backgroundI issued my provisional decision on this matter in January 2014, an extract from which is copied below and forms part of this, my final decision. “Mrs B ho... (5 pages)View decision -
Decision Reference DRN6098357
4 Dec 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains about the way British Gas Insurance Limited has handled her Homecare 200 insurance policy.backgroundMrs H’s husband was the original policy holder for the Homecare Insurance policy with British Gas. Mr H sadly died over eight years ago and Mrs H transfe... (2 pages)View decision -
Decision Reference DRN8967118
13 May 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited caused water damage to his property following a repair under his insurance policy.The circumstances of this complaint are set out in my provisional decision issued in January 2014 as outlined below: background Mr A holds a policy, underw... (3 pages)View decision
