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-4027410
23 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4027410 The complaint Mr S complains about the service he got from British Gas Insurance Limited (British Gas) and about its decision to turn down his claim on his home emergency insurance policy. What happened Mr S was having an extension to his house built. When digging, his builders... (3 pages)View decision -
Decision Reference DRN-3770223
24 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3770223 The complaint Ms P complains British Gas Insurance Limited (British Gas) incorrectly cancelled her home emergency insurance policy and declined to settle her claim after a leak. What happened Ms P had a home emergency insurance policy with British Gas. On 1 June 2021, after hav... (3 pages)View decision -
Decision Reference DRN2494912
15 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs R say British Gas Insurance Limited has mishandled their claim under a home emergency insurance policy.backgroundMr and Mrs R have a home emergency policy that covers their drains and plumbing. In July 2015 they contacted British Gas as they had a problem ... (2 pages)View decision -
Decision Reference DRN7051932
21 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr Y is unhappy with British Gas Services Limited’s handling of a claim under his central heating insurance policy. backgroundMr Y’s policy covered a house he rents out to tenants. On 1 September 2015, the boiler was serviced under the policy. The tenants had also said... (3 pages)View decision -
Decision Reference DRN6460620
29 Sep 2016 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs W has complained that plumbers from British Gas Services Limited’s (“British Gas”) caused damage when carrying out a repair at her home.background Mrs W had a water leak at her home, so she claimed on an insurance policy she had with British Gas. She says British... (3 pages)View decision -
Decision Reference DRN-2897449
16 Jul 2021 British Gas Insurance Limited UpheldInsuranceDRN-2897449 The complaint Mr S complains about the service provided by British Gas Insurance Limited (British Gas) under his Home Emergency policy. Mr S is unhappy at British Gas not reimbursing him for the cost of unblocking a drain at his property. What happened Mr S held a Home Emergenc... (3 pages)View decision -
Decision Reference DRN9783085
7 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms K’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited. backgroundIn June 2014 Ms K was advised by British Gas to have a new boiler installed, as hers wasn’t working. However, British Gas later ... (2 pages)View decision -
Decision Reference DRN6124982
21 Sep 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs P’s complaint arises from problems with the administration of various boiler and central heating insurance policies by British Gas Services Limited.backgroundMrs P holds four policies with British Gas in relation to rental properties. I understand that when they rene... (2 pages)View decision -
Decision Reference DRN-3169353
19 Nov 2021 British Gas Services Limited UpheldInsuranceDRN-3169353 The complaint Mr K complains about British Gas Services Limited (British Gas) under his home emergency policy. His complaint is about how they responded to electrical problems at his property. What happened In August 2021 Mr K noticed that a security light at his property had s... (4 pages)View decision -
Decision Reference DRN-2045719
30 Jul 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2045719 The complaintMiss L complains that British Gas Insurance Limited is responsible for poor service inconnection with a home emergency insurance policy.What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I includeother companies and indivi... (3 pages)View decision
