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
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Decision Reference DRN-2305101
24 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2305101 The complaint Mr and Mrs C complain about the service they received from British Gas Insurance Limited under their homecare policy. What happened Mr and Mrs C had a homecare agreement with British Gas and they’d received a good service in the past. But in late 2019 a vulnerable... (3 pages)View decision -
Decision Reference DRN0347935
19 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S are unhappy with the service they received from British Gas Insurance Limited when they made a claim on their home emergency policy.background Mr and Mrs S have had some problems with their boiler. British Gas’s engineers visited their property to carry ... (2 pages)View decision -
Decision Reference DRN5842528
28 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains about British Gas Insurance Limited’s service under her home care policy.background Miss C contacted British Gas late evening of 3 April about a leak in her bathroom causing water damage in her kitchen. The hot water had to be turned off. She wanted ... (2 pages)View decision -
Decision Reference DRN3311286
5 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about an annual service carried out on her gas fire by British Gas Insurance Limited.backgroundMrs A holds a HomeCare policy, underwritten by British Gas Insurance Limited. This policy provides that British Gas will carry out annual services on the relevant gas appliances.... (3 pages)View decision -
Decision Reference DRN-3804685
14 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3804685 The complaint Mr D, on behalf of the estate of Ms D, has complained that British Gas Insurance Limited (British Gas) caused damage during visits under a home emergency policy. What happened British Gas visited Ms D’s home to deal with a leak. British Gas and another contractor ... (3 pages)View decision -
Decision Reference DRN7849878
25 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that British Gas Insurance Limited (British Gas) poorly handled a claim she made under her home care insurance policy.backgroundIn April 2019 Ms W contacted British Gas to repair her boiler. She said an engineer attended and diagnosed the problem – an issue with the fan and ... (3 pages)View decision -
Decision Reference DRN-2181026
9 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2181026 The complaint Mr S complains that British Gas Insurance Limited didn’t carry out an annual service as part of his home care policy with it. What happened Mr S had a home care policy with British Gas. The policy ran for a year beginning March 2019. The policy included an annual ... (3 pages)View decision -
Decision Reference DRN0516637
26 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B has complained about the service he was provided with by British Gas Insurance Limited under his home emergency insurance policy.backgroundMr B has had a home emergency policy with British Gas for many years. The policy includes an annual boiler service. In Sept... (2 pages)View decision -
Decision Reference DRN-3054489
18 Oct 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3054489 The complaint Mr and Mrs K complain about an engineer’s behaviour and British Gas Insurance Limited’s handling of a claim under their home emergency policy. Mr K is represented by Mrs K in this complaint. What happened In September 2020 Mrs K contacted British Gas to make a cla... (3 pages)View decision -
Decision Reference DRN3656527
23 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G says British Gas Insurance Limited mishandled claims under home emergency insurance policies.background Mr G has HomeCare Three policies with British Gas for two properties. In November 2016 Mr G took out a policy for Property One. British Gas arranged a “First ... (3 pages)View decision