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 DRN0172355
30 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M is unhappy with the way British Gas Insurance Limited (‘British Gas’) has handled a claim she made for an emergency visit.Mrs M is represented by her daughter in this complaint. background Mrs M has a home emergency policy which is insured by British Gas. Mrs ... (3 pages)View decision -
Decision Reference DRN-3630653
13 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3630653 The complaint Mr J and Ms S complain about their British Gas Insurance Limited homecare policy. A number of engineer visits were cancelled, and it took over two months for the problem to be fixed after it’d been reported. What happened Mr J and Ms S had a homecare policy with B... (3 pages)View decision -
Decision Reference DRN-4113111
13 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4113111 The complaint Ms A complains about the service provided by British Gas Insurance Limited when she made a claim on her home emergency insurance policy. What happened The background to this complaint is well known to both Ms A and British Gas. In my decision, I’ll focus mainly on... (3 pages)View decision -
Decision Reference DRN-4179837
29 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4179837 The complaint Ms L complains about how British Gas Insurance Limited dealt with her claim when her washing machine broke down. What happened Ms W has a HomeCare Four policy with British Gas which covers her boiler, controls and central heating including an annual service, plus ... (4 pages)View decision -
Decision Reference DRN2706271
18 May 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs O complains that British Gas Insurance Limited should refund her payments for a landlord’s home care policy.background Mrs O had a property let to tenants. She had a HomeCare 400 policy. So – when there was a leak – she called British Gas for help. She complained th... (2 pages)View decision -
Decision Reference DRN1956922
8 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B has complained about British Gas Insurance Limited’s service after she made a claim on her home emergency policy. All references to British Gas include its agents. backgroundMrs B made a claim to British Gas after her boiler started making loud noises. She asked ... (2 pages)View decision -
Decision Reference DRN-4638694
15 Mar 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4638694 The complaint Mr H complains about the standard of repairs carried out by British Gas Insurance Limited under a claim made under his HomeCare insurance policy in 2019. What happened Mr H holds a HomeCare policy with British Gas. He made a claim in 2019 after there was a leak in... (2 pages)View decision -
Decision Reference DRN1400451
5 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss O has complained about British Gas Insurance Limited’s failure to identify a problem with a flue on her boiler during its annual service and during its subsequent repair which caused it to fail, leaving the boiler beyond economic repair. Miss O was also unhappy with the poor servic... (2 pages)View decision -
Decision Reference DRN2361046
15 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Services Limited declined his claim for repairs to an outside light.backgroundMr C had a homecare policy with British Gas and made a claim for repairs to a faulty outside light. The light was an ornamental street light which had been c... (2 pages)View decision -
Decision Reference DRN-4303873
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4303873 The complaint Mr R has complained that British Gas Insurance Limited (‘British Gas’) was responsible for damage to his property following a claim under his home care policy. For the avoidance of doubt, the term ‘British Gas’ includes its contractors and agents for the purposes ... (5 pages)View decision