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
-
Decision Reference DRN2457777
9 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs J complain British Gas Insurance Limited has caused damage to their property following a power flush clean of their heating system. This was as a result of a previous complaint upheld by the ombudsman service. This decision involves businesses working on behalf of British Gas. F... (8 pages)View decision -
Decision Reference DRN-3222419
11 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3222419 The complaint Mr and Mrs P complain that British Gas Insurance Limited (British Gas) failed to identify and resolve plumbing issues as soon as they should have and caused them additional costs, distress and inconvenience. What happened Mr and Mrs P held a British Gas Homecare ... (3 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 DRN3548980
2 Dec 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains that British Gas Insurance Limited didn’t carry out a boiler repair under his home emergency policy.backgroundMr L had a HomeCare policy with British Gas for over 10 years. In February 2015 an engineer told Mr L that a boiler case clip was missing. T... (2 pages)View decision -
Decision Reference DRN2850658
4 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R’s complaint arises from his home emergency insurance policy with British Gas Insurance Limited.backgroundIn April 2017, Mr R made a claim under his policy with British Gas as his washing machine was faulty. British Gas attended later that month, the contractor said that he’d have to c... (3 pages)View decision -
Decision Reference DRN9734862
21 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr N complains that British Gas Insurance Limited gave him poor service under a home care policy.background Mr N called for help with a gas leak. He complained that a British Gas engineer left gas leaking into his house – putting the safety of his family at risk.The adjudicator recomm... (2 pages)View decision -
Decision Reference DRN-5416135
21 Mar 2025 British Gas Services Limited Not upheldInsuranceDRN-5416135 The complaint The estate of Mrs H has complained that British Gas Services Limited mis-sold her central heating insurance cover. The estate is represented in this complaint by Miss H, the daughter of Mrs H. What happened Miss H’s mother took out a boiler and central heating ... (5 pages)View decision -
Decision Reference DRN0187177
15 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A’s complaint relates to British Gas Insurance Limited’s decision not to replace her entire bathroom suite after its engineer allegedly cracked the bath tub in February 2011. backgroundMrs A holds a Home Care insurance policy, underwritten by British Gas. Mrs A contacted British Gas... (3 pages)View decision -
Decision Reference DRN9597444
1 May 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about the service received from British Gas Insurance Limited when she reported a claim for a fault with her boiler. backgroundA British Gas engineer attended at Mrs A’s property in December 2013, following a report of no hot water or heating. During this visit the eng... (2 pages)View decision -
Decision Reference DRN4908678
14 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited mishandled his claim on a home care policy.background Mr T called British Gas for an annual service and some help with parts of his central heating system. He complained that British Gas wrongly refused to do work to get access to a t... (2 pages)View decision