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-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 DRN7521398
22 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint relates to a claim made under Mrs T’s Home Care policy with British Gas Insurance Limited. Following the claim in early 2018 Mr and Mrs T were left with a hole in the bathroom wall, no water supply to the bath and were unable to use the shower.backgroundMr and Mrs T made a c... (7 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 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 DRN7058584
3 Jun 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs C’s husband complains (on her behalf) that British Gas Services Limited should refundsome of its charges for its home care policy.backgroundBritish Gas HomeCare 200 covers central heating. HomeCare 400 covers, in addition,plumbing, drainage and electrical wiring. M... (3 pages)View decision -
Decision Reference DRN9222900
27 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited gave him poor service in connection with his home care insurance policy.backgroundMr D lives in an area of hard water. He had a limescale filter attached to his hot water tank. He reported that it was leaking. He com... (2 pages)View decision -
Decision Reference DRN-3593099
6 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3593099 The complaint Mr Z has complained that British Gas Insurance Limited agents damaged his bath when fixing the taps following his claim under his home emergency policy underwritten by British Gas. Reference to British Gas includes all its agents. What happened Mr Z made a claim t... (3 pages)View decision -
Decision Reference DRN-3556311
30 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3556311 The complaint The administrator of Mr H’s estate isn’t happy with the way British Gas Insurance Limited (British Gas) dealt with the renewal of Mr H’s homecare policy. What happened Mr H took out a homecare policy with British Gas. The policy renewed annually between 2016 and 2... (3 pages)View decision -
Decision Reference DRN0012412
20 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms A complains regarding British Gas Insurance Limited’s handling of her annual service in relation to her home emergency insurance policy. backgroundMs A’s policy year ran from 13 December to 12 December each year. An annual service was arranged for a day in December 2012, just prior... (2 pages)View decision -
Decision Reference DRN8034760
15 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited missed two appointments when dealing with a claim under his home emergency insurance policy.backgroundMr R’s boiler broke down one morning. He booked a same-day appointment, which was supposed to take place before 1pm. W... (2 pages)View decision