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 DRN-4468799
23 Nov 2023 British Gas Services Limited UpheldInsuranceDRN-4468799 The complaint Mrs J complains about the service provided by British Gas Services Limited in relation to her home emergency insurance. What happened While Mrs J was in hospital her son visited her house and found there was a problem with the electrics. Her other son called Briti... (2 pages)View decision -
Decision Reference DRN4245853
11 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr U has complained about British Gas Insurance Limited. He isn’t happy about the way it dealt with a claim under his homecare insurance. He also isn’t happy that it sent a letter to a third party without his permission.backgroundMr U had a problem in relation to hi... (2 pages)View decision -
Decision Reference DRN-2093492
15 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2093492The complaintMr H is unhappy with the compensation he was offered by British Gas Insurance Limited when he complained about the service provided as part of his home emergency policy. What happenedMr H had a boiler service carried out by British Gas under his HomeCare policy. Dur... (2 pages)View decision -
Decision Reference DRN7664671
5 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M’s complaint is about the service provided by British Gas Insurance Limited followinga claim under their central heating insurance policy. Miss M has been represented during thecomplaint by Mr S.backgroundI issued a provisional decision on this matter in November 2019, part of which ... (10 pages)View decision -
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 DRN8436892
16 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr F complains British Gas Insurance Limited took about a year to repair his central heating. He says there were repeat visits; failed call outs; incorrect parts; misdiagnosis; and delays. He also says his policy premium increased due to all the visits.background Mr F has a British Gas ins... (3 pages)View decision -
Decision Reference DRN8940585
4 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss A complains that British Gas Insurance Limited caused a leak during a repair visit following her home emergency insurance claim. backgroundIn August 2012 a British Gas engineer attended at Miss A’s property as she had no heating. During the visit, the engineer completed a repair ... (2 pages)View decision -
Decision Reference DRN7203120
17 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy with the service provided by British Gas Insurance Limited following a claim under his home emergency insurance.background Mr S originally had a Homecare 200 policy with British Gas. In 2014 Mr S contacted British Gas in order to upgrade his policy to a... (2 pages)View decision -
Decision Reference DRN2951850
11 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S’s complaint is about the service provided in relation to a central heating insurance policy with British Gas Insurance Limited.backgroundMrs S took out the policy with British Gas around 20 years ago and transferred it to three different properties, including in 2010, when she moved ... (4 pages)View decision -
Decision Reference DRN2569077
21 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P’s complaint is about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited.backgroundMr P called British Gas on 4 May 2018, after the outside water pipe broke off. British Gas sent a contractor out to repair it. Mr ... (3 pages)View decision