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 2181 results
-
Decision Reference DRN-3018324
2 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3018324 The complaint Mr T complained British Gas hadn’t offered enough to address the distress suffered after his boiler was left in a dangerous condition by one of their engineers. What happened On 11 February 2021 an engineer came to Mr T’s house under the home care cover provided b... (3 pages)View decision -
Decision Reference DRN8632001
2 Feb 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited mishandled her central heating insurance policy.backgroundMrs K had several visits from British Gas. It carried out repairs. Later it recommended a power flush and – when she didn’t get one – it cancelled her policy. Mrs ... (2 pages)View decision -
Decision Reference DRN9769339
1 Jul 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains that British Gas Insurance Limited caused damage to her shower booster pump when dealing with a claim under her home emergency insurance policy. backgroundIn July 2010, British Gas attended to a claim at Ms B’s property and cleared an airlock, before fitting a new he... (2 pages)View decision -
Decision Reference DRN0249640
3 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains, through his wife Mrs W, that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include other companies and individua... (4 pages)View decision -
Decision Reference DRN8073588
13 Mar 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W complain that British Gas Insurance Limited mishandled their home care insurance policy.backgroundMr and Mrs W have British Gas cover for their home. He also owns a flat elsewhere which – through a letting agency – he lets to tenants. He complained th... (2 pages)View decision -
Decision Reference DRN-1887639
5 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1887639 The complaintMr J complains that British Gas Insurance Limited caused delays in dealing with a claim on his home emergency insurance policy. What happenedMr J made a claim on 27 June 2019 for a fault on his washing machine. It had stopped working and the door was closed with t... (3 pages)View decision -
Decision Reference DRN-1891892
30 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-1891892 The complaintMr H is unhappy with British Gas Insurance Limited (British Gas) as it declined to pay for all the repairs he claimed for under his home emergency policy. Reference to British Gas includes agents acting on its behalf.What happenedMr H holds a Home Care policy with... (3 pages)View decision -
Decision Reference DRN-5346981
24 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5346981 The complaint Mrs D complains about British Gas Insurance Limited’s handling of her Home Emergency Insurance claim. All references to British Gas also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore includ... (4 pages)View decision -
Decision Reference DRN-3190846
6 Dec 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3190846 The complaint Mr E has complained about the service provided by British Gas Insurance Limited (British Gas) under his home emergency policy. What happened Mr E arranged for his boiler to be serviced by British Gas under his HomeCare policy. However, on the day of the appointmen... (2 pages)View decision -
Decision Reference DRN5216699
5 Sep 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M complain that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr and Mrs M have a flat. They had British Gas HomeCare Two cover for its central heating boiler and central heating system including a hot water cylin... (4 pages)View decision
