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 DRN7574114
3 Jun 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Services Limited gave him poor service under a home care policy.background Mr S had a leak from an upstairs bathroom. He called British Gas for help. He complained that its engineer advised him to remove tiles.The adjudicator recommende... (2 pages)View decision -
Decision Reference DRN1953923
3 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B are unhappy with the service given by British Gas Insurance Limited (British Gas) when they made a claim under their HomeCare policy. They’re also unhappy with the time taken to reply to their complaint and that they haven’t had a full reply to this.... (3 pages)View decision -
Decision Reference DRN8239218
28 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited mishandled his home care insurance policy.backgroundMr S bought British Gas insurance for his central heating boiler. British Gas didn’t identify it as a boiler that it couldn’t cover. After it broke down, British Gas woul... (2 pages)View decision -
Decision Reference DRN-2277453
26 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2277453 The complaint Mr F complains about the service provided by British Gas Insurance Limited under a home emergency insurance policy. What happened Mr F bought a HomeCare policy with British Gas in December 2016 and he renewed it in December 2017 and December 2018. The policy provi... (2 pages)View decision -
Decision Reference DRN3315910
13 Jan 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs T are unhappy with the way British Gas Insurance Limited handled their home emergency insurance claim. They say British Gas led them to purchase a new boiler unnecessarily.backgroundIn March 2012 an engineer from British Gas completed the annual service of Mr and Mrs T’s boile... (3 pages)View decision -
Decision Reference DRN4127234
3 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home care policy.background Mr A made several complaints to British Gas about its poor service under his home care policy. His complaints included that he couldn’t access his on-li... (2 pages)View decision -
Decision Reference DRN-4355039
16 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4355039 The complaint Mr S complains about the way British Gas Insurance Limited handled a claim under his home emergency insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised what’s happened. In January 2022, Mr S conta... (3 pages)View decision -
Decision Reference DRN9881610
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited failed to properly repair a leak under a landlord’s home care policy.backgroundIn May 2015 Mrs C reported a leak at a property she rents out to British Gas. Water was coming through the kitchen ceiling from the bathro... (2 pages)View decision -
Decision Reference DRN-4829753
15 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4829753 The complaint Mr R complains about how British Gas Insurance Limited (British Gas) dealt with a claim under his home emergency policy when he had problems with a leaking cistern. References to British Gas in this decision include their agents who provide services under the ... (4 pages)View decision -
Decision Reference DRN5869627
15 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs K complain that British Gas Insurance Limited gave them poor service under a home care insurance policy.backgroundMr and Mrs K had - in an airing cupboard – a combined boiler and hot water cylinder unit. Mr K noticed a leak from a joint on an outlet pipe.... (2 pages)View decision