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 2177 results
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Decision Reference DRN2407276
20 May 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T’s complaint concerns the timing of services due under his British Gas Insurance Limited policy. backgroundMr T complains that his policy allows for annual services, yet British Gas have taken this to mean any time within the policy year, so in extreme circumstances there could be 2... (1 page)View decision -
Decision Reference DRN-2809353
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2809353 The complaint A company, which I’ll refer to as S, complains British Gas Insurance Limited reduced the level of cover under a home emergency policy without telling it and mis-diagnosed a fault with the boiler. Mr L, who is a director of S, brings the complaint on S’s behalf. W... (5 pages)View decision -
Decision Reference DRN-2456098
13 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2456098 The complaint Mrs M complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened Where I refer to British Gas, I refer to the insurance company of that name and I include its pluming and drainag... (3 pages)View decision -
Decision Reference DRN-3416937
23 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3416937 The complaint Mr S complains British Gas Insurance Limited unfairly declined a claim he made on his HomeCare policy What happened Mr S had boiler insurance with British Gas. As part of that he received a service. In 2020, when British Gas serviced the boiler, it said it was dan... (2 pages)View decision -
Decision Reference DRN-4197226
11 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4197226 The complaint Mrs C complains that British Gas Insurance Plc failed to deal with an emergency electrical repair and she had to engage her own contractor and pay for the repair . What happened Mrs C holds a home emergency policy with British Gas which includes home electrical c... (3 pages)View decision -
Decision Reference DRN4658724
25 Sep 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr G and Ms P complain that British Gas Services Limited failed to service their boiler properly over a number of years. The background to this complaint and my provisional findings were set out in my provisional decision of August 2015 as follows;“backgroundMr G and Ms... (2 pages)View decision -
Decision Reference DRN-1952416
9 Jul 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Mrs D is unhappy with how British Gas Insurance Limited (“British Gas”) handled a claim made under her Homecare policy following three water leaks from her bathroom. What happened Mrs D contacted British Gas when she noticed water stains on her kitchen ceiling. Mrs D paid the... (5 pages)View decision -
Decision Reference DRN-4929832
28 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-4929832 The complaint Ms M’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited. What happened In January 2024, Ms M made a claim under her policy with British Gas, as she had a leak through her kitchen ceiling. Br... (3 pages)View decision -
Decision Reference DRN5714266
30 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain about a claim made for a repair to their oven under their insurance policy with British Gas Insurance Limited (British Gas).backgroundMr and Mrs M hold an insurance policy with British Gas, which includes cover for their kitchen appliances. Mr M co... (2 pages)View decision -
Decision Reference DRN-1576385
29 Apr 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1576385The complaintMiss T complains about the service she received from British Gas Insurance Limited when an engineer serviced her appliances. What happenedIn July 2019 a British Gas engineer completed an annual service on Miss T's appliances. Miss T says that she was contacted ... (2 pages)View decision
