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 DRN-2452117
22 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2452117 The complaint Mrs S has complained that British Gas Insurance Limited (British Gas) didn’t carry out an annual service on her boiler under her home emergency policy. Mrs S is represented by Mr S on this case. For ease, I will normally only refer to Mr S. What happened Mr S arr... (3 pages)View decision -
Decision Reference DRN1061899
3 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about British Gas Insurance Limited. He’s unhappy with their handling of a claim he made under his HomeCare policy following an escape of water.background Mr D contacted British Gas about a water leak coming from his bathroom. An engineer visited the prop... (3 pages)View decision -
Decision Reference DRN9482929
5 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C is not happy with the amount British Gas Insurance Limited (British Gas) has offered to replace her broken fridge freezer.backgroundThe background to this complaint was set out in my provisional decision, dated 6 September 2017. In my decision, I said I intended... (2 pages)View decision -
Decision Reference DRN1553128
6 Feb 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy with the handling of a claim by British Gas Insurance Limited under his home emergency insurance policy. background I issued my provisional decision on this matter in January 2014, an extract from which is copied below and forms part of this, my final decision. “Mr A hold... (4 pages)View decision -
Decision Reference DRN-2841701
26 Jul 2021 British Gas Services Limited Not upheldInsuranceDRN-2841701 The complaint Mr B complains that British Gas Services Limited increased the premium for his homecare policy when it renewed. The premium had gone down when Mr B bought a new boiler and he expected the cost to stay the same. What happened Mr B had a homecare agreement with Brit... (3 pages)View decision -
Decision Reference DRN8474350
22 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited didn’t replace his water supply pipe under his HomeCare policy.background Mr M had issues with his water supply. British Gas’ plumbers looked into the problem under his policy. It thought there was debris in the water... (3 pages)View decision -
Decision Reference DRN-4041691
28 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4041691 The complaint Mrs D is complaining that British Gas Insurance Limited’s contractor didn’t suitably fix a blocked water pipe when she asked for assistance through her home emergency policy. What happened In October 2020, Mrs D says the tenants in a property she rented out report... (3 pages)View decision -
Decision Reference DRN-1436116
11 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1436116 The complaintMr M complains that British Gas Insurance Limited turned down a claim he made on his home emergency policy and cancelled the policy. What happenedIn mid-February 2019, Mr M took out a home emergency policy with British Gas. 11 days later, he got in touch with Briti... (3 pages)View decision -
Decision Reference DRN-3534479
9 Jun 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3534479 The complaint Mr K complains about the way British Gas Insurance Limited handled a claim he made under his home emergency insurance policy. What happened Mr K had a HomeCare policy with British Gas that covered him for repairs to his central heating system. During an annual ser... (3 pages)View decision -
Decision Reference DRN1497461
10 Nov 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms F has complained about the service she received from British Gas Insurance Limited.backgroundMs F has an insurance policy which covers the cost of repairs to various parts of her rental property. She made a claim because the hot water cylinder, gas hob and washing... (2 pages)View decision
