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 DRN9195425
13 Jul 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains about the service she received from British Gas Insurance Limited under her home care insurance policy. She wants British Gas to pay her more compensation.background Under her policy with British Gas, Mrs B had cover for the gas fire in her lounge. A ... (2 pages)View decision -
Decision Reference DRN7161689
7 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs I is unhappy that British Gas Insurance Limited hasn’t repaired or replaced her faulty boiler, even though it’s been causing problems for four years. background British Gas installed a replacement boiler for Mrs I in 2014. Since then there have been intermittent... (2 pages)View decision -
Decision Reference DRN5638065
4 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited failed to attend agreed appointments for a landlord’s safety inspection under his HomeCare insurance policy, and that this resulted in a delay in his tenants being able to move into the property. background Mr D arranged three appointments... (2 pages)View decision -
Decision Reference DRN-4305398
23 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4305398 The complaint Ms E complains that British Gas Insurance Limited (“British Gas”) didn’t carry out effective repairs under her home emergency policy to water pipes on her property causing damage to her home. What happened The circumstances of this complaint are well known to both... (2 pages)View decision -
Decision Reference DRN-4931951
1 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-4931951 The complaint Mr A is unhappy with the overall service British Gas Insurance Limited (British Gas) provided in relation to a claim made on his Homecare agreement. Mr A is being represented by his son, Mr B, on this complaint. I realise Mr B has handled this claim and has bee... (4 pages)View decision -
Decision Reference DRN7595150
27 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited gave him poor service in connection with his home care insurance policy.backgroundMr A’s policy included an annual service. Where I refer to British Gas I refer to the insurance company by that name and I include its... (2 pages)View decision -
Decision Reference DRN-3555540
12 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3555540 The complaint Mrs N is unhappy with the repair that British Gas Insurance Limited carried out, following a claim she made under the HomeCare policy she holds with them. What happened Mrs N says that one of her properties has been experiencing low water pressure since 2019. She ... (3 pages)View decision -
Decision Reference DRN-3963266
8 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3963266 The complaint Mrs S has complained about the poor service she received from British Gas Insurance Limited when her boiler stopped working and she sought assistance under her Homecare policy. What happened In May 2022 Mrs S’s boiler stopped working and she contacted British Gas.... (2 pages)View decision -
Decision Reference DRN0150909
19 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O complains that British Gas Insurance Limited should rewire his property free of charge under his home care policy.backgroundMr O had – for many years – British Gas cover which included his electrical wiring. He says British Gas did not carry out two-yearly inspections. Mr O complai... (2 pages)View decision -
Decision Reference DRN3794980
4 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited acted unfairly and unreasonably when dealing with his policy. He wants an apology and more compensation.background Mr M was a landlord who had a Homecare policy for a property he rented out. The toilet started to smell an... (4 pages)View decision
