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
-
Decision Reference DRN-2735260
12 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2735260 The complaint Mr N complains about the service provided by British Gas Insurance Limited (British Gas) under his Home Care policy. In considering Mr N’s complaint I’ve only looked at those aspects that fall within the jurisdiction of this service. I’ve not considered those aspe... (5 pages)View decision -
Decision Reference DRN4028796
3 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs D’s complaint is about the way in which the engineer appointed by British Gas Insurance Limited conducted himself when she made a claim on her home care insurance policy.backgroundIn September 2015 a British Gas engineer visited Mrs D at home and identified the... (3 pages)View decision -
Decision Reference DRN-4415717
24 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4415717 The complaint Mrs B complains that British Gas Insurance Limited (British Gas) hasn’t fully reimbursed the costs she incurred from a third party for restoring her heating and hot water. What happened Mrs B had her boiler replaced by British Gas. Mrs B was provided with a five-y... (4 pages)View decision -
Decision Reference DRN-3456790
3 Aug 2022 British Gas Insurance Limited UpheldInsuranceDRN-3456790 The complaint Mrs W complains that British Gas Insurance Limited (“British Gas”) sent a letter about her policy to the incorrect address and that this has had a significant impact on her. What happened Mrs W holds two HomeCare policies with British Gas for two separate properti... (3 pages)View decision -
Decision Reference DRN4447852
27 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains that British Gas Insurance Limited failed to attend two scheduled appointments. background Mrs A holds a HomeCare policy, underwritten by British Gas Insurance Limited, which runs from 11 April to 10 April each year. An engineer appointment was arranged for late January ... (2 pages)View decision -
Decision Reference DRN-4297667
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4297667 The complaint Mr R complains British Gas Insurance Limited incorrectly diagnosed a problem with his boiler under his HomeCare insurance policy. What happened The background to the complaint is known to both Mr R and British Gas so I won’t repeat it here. In this decision I’ll f... (2 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 DRN-4498916
6 Dec 2023 British Gas Insurance Limited UpheldInsuranceDRN-4498916 The complaint Ms R is unhappy with British Gas Insurance Limited’s (British Gas) handling of a claim made under her plumbing and drainage insurance policy. Where I’ve referred to British Gas, this also includes any actions and communication by agents acting on their behalf. Wha... (6 pages)View decision -
Decision Reference DRN8042729
12 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A complain that British Gas Insurance Limited assembled their gas fire incorrectly, and that it was therefore unsafe. background Mr and Mrs A hold a Homecare policy, underwritten by British Gas Insurance Limited. A British Gas engineer attended at Mr and Mrs A’s property on... (2 pages)View decision -
Decision Reference DRN-5087100
7 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5087100 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas carried out the annual service on Mr M’s boiler. The engineer said no faults were found. Following this, Mr M... (3 pages)View decision
