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 DRN8903082
9 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H is unhappy with how British Gas Insurance Limited dealt with his ‘Homecare’ insurance claim.provisional decision I issued my provisional decision on this case in January 2020, which set out the background to the complaint and what I was minded to decide:“backgroundIn May 2018, Mr H fo... (6 pages)View decision -
Decision Reference DRN-2093492
15 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2093492The complaintMr H is unhappy with the compensation he was offered by British Gas Insurance Limited when he complained about the service provided as part of his home emergency policy. What happenedMr H had a boiler service carried out by British Gas under his HomeCare policy. Dur... (2 pages)View decision -
Decision Reference DRN-2277453
26 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2277453 The complaint Mr F complains about the service provided by British Gas Insurance Limited under a home emergency insurance policy. What happened Mr F bought a HomeCare policy with British Gas in December 2016 and he renewed it in December 2017 and December 2018. The policy provi... (2 pages)View decision -
Decision Reference DRN7464039
20 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W through their representative Mr D complain that British Gas Insurance Limited didn’t act fairly or reasonably when dealing with a service under a home emergency policy. They want a refund of all premiums paid with interest and compensation.backgroundMr and Mrs W had a home eme... (5 pages)View decision -
Decision Reference DRN9881610
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited failed to properly repair a leak under a landlord’s home care policy.backgroundIn May 2015 Mrs C reported a leak at a property she rents out to British Gas. Water was coming through the kitchen ceiling from the bathro... (2 pages)View decision -
Decision Reference DRN-4355039
16 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4355039 The complaint Mr S complains about the way British Gas Insurance Limited handled a claim under his home emergency insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised what’s happened. In January 2022, Mr S conta... (3 pages)View decision -
Decision Reference DRN1132122
5 Apr 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.background Ms G reported an intermittent fault with her boiler. British Gas attended on a number of occasions, but the fault wasn’t resolved.Ms G then ... (2 pages)View decision -
Decision Reference DRN-3579531
5 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3579531 The complaint Mrs A complains about the service provided by British Gas Insurance Limited under her home emergency insurance policy. Mrs A is represented in this complaint by her husband but, for ease, I’ll refer to Mrs A throughout. What happened Mrs A had a HomeCare policy wi... (3 pages)View decision -
Decision Reference DRN-4179837
29 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4179837 The complaint Ms L complains about how British Gas Insurance Limited dealt with her claim when her washing machine broke down. What happened Ms W has a HomeCare Four policy with British Gas which covers her boiler, controls and central heating including an annual service, plus ... (4 pages)View decision -
Decision Reference DRN5361423
8 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G is unhappy with what British Gas Insurance Limited (British Gas) did when he asked it to carry out repairs to electrical sockets at his property. background Mr G has a British Gas Home Care policy which covers repairs to the electrics in his property. In Novem... (2 pages)View decision
