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 2255 results
-
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 -
Decision Reference DRN7554695
22 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s representative is unhappy with the service received from British Gas Insurance Limited. In particular he feels that the attempts to repair the boiler under the Home Care Policy have been unsatisfactory, its customer service has been poor and that the annual service has not been car... (3 pages)View decision -
Decision Reference DRN-3433418
14 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3433418 The complaint Mr R complains about the way British Gas Insurance Limited handled a claim he made under his home emergency insurance policy. What happened Mr R had a HomeCare policy with British Gas that covered him for repairs to his kitchen appliances in the event of damage or... (3 pages)View decision -
Decision Reference DRN2420470
25 Nov 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Services Limited gave him poor service under a home care insurance policy.background During an annual service British Gas said there was damage to the casing of M’s central heating boiler. British Gas shut the boiler down and didn’t repa... (2 pages)View decision -
Decision Reference DRN-2564846
8 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2564846 The complaint Mr and Mrs V complain about the way British Gas Insurance Limited handled a claim they made on their home emergency insurance policy. What happened Mr and Mrs V’s boiler was around 17 years old. In late November 2019, they called British Gas to make a claim, as th... (4 pages)View decision -
Decision Reference DRN5523915
29 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)British Gas Insurance Limited’s engineer damaged a valve in Mr P’s loft, which caused water damage to his home, while trying to carry out a repair under his home emergency insurance policy. backgroundMr P contacted British Gas on 29 December 2013, as his boiler wasn’... (3 pages)View decision -
Decision Reference DRN-3674319
16 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3674319 The complaint Mrs T and Mr T say British Gas Insurance Limited caused damage to their property following a claim against their home emergency insurance policy. Reference to British Gas include their agents. What happened The background to the complaint is known to all parties, ... (4 pages)View decision -
Decision Reference DRN7988322
24 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs V complain that British Gas Insurance Limited mishandled a home emergency insurance policy.backgroundMr V was the policyholder. As it covered emergencies at their home, I think Mrs V also had the benefit of the policy.Mr and Mrs V complained that British G... (4 pages)View decision -
Decision Reference DRN9547325
6 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains about the level of service received from British Gas Insurance Limited under his HomeCare insurance policy. Mr R is represented in this complaint by his daughter, Ms R. backgroundMr R took out the policy in 2010 and a first annual service was carried out on 3 September 2... (3 pages)View decision -
Decision Reference DRN-3907755
18 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3907755 The complaint Miss C has complained that British Gas Insurance Limited (British Gas) didn’t complete repairs properly at her property within a reasonable time and that they didn’t deal with her complaint properly. What happened Miss C holds a Homecare policy with British Gas.... (3 pages)View decision