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 DRN4971419
26 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O’s complaint is about the handling of a claim under his home emergency insurance policy with British Gas Insurance Limited.backgroundIn December 2017, Mr O reported that there was a leak from his bath. British Gas sent a contractor out to repair it. I underst... (3 pages)View decision -
Decision Reference DRN0191383
31 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that British Gas Insurance Limited (“British Gas”) is applying a cap on whatit will pay out under his home emergency policy.background Mr M has a HomeCare policy with British Gas which includes cover for the boiler and centralheating at his tenante... (4 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 -
Decision Reference DRN-3467526
25 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3467526 The complaint Ms C's complaint is about the handling of a claim under her central heating insurance policy with British Gas Insurance Limited. What happened Ms C’s policy includes an annual service of her boiler. She says that during the annual service boiler in September ... (4 pages)View decision -
Decision Reference DRN-4410338
20 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4410338 The complaint Mr G has complained about the service provided by British Gas Insurance Limited under his central heating insurance policy. What happened Mr G reported a fault with his boiler on 26 September 2022. British Gas sent an engineer out who said an electrician was neede... (4 pages)View decision -
Decision Reference DRN5728008
20 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited unduly delayed paying an insurance claim made under her Home Care policy.backgroundMrs K held a Home Care policy with British Gas that covered her kitchen appliances against mechanical fault and breakdown. Mrs K contacted ... (3 pages)View decision -
Decision Reference DRN3537790
19 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms E complains about British Gas Insurance Limited (“British Gas”) over a delay in fixing aleak in her home. She wants British Gas to pay for the damage she claimed under her British Gas HomeCare policy that was caused to her home by the leak lasting longer than it oughtto have done.backgr... (3 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 DRN3747548
29 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R’s complaint is about the service of British Gas Insurance Limited in relation to her central heating insurance policy. Mrs R is represented in this complaint by her son, Mr R.backgroundMrs R held the policy with British Gas in joint names with her late husband. ... (2 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
