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 2177 results
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Decision Reference DRN7535755
11 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L is unhappy with the servicing of her gas fire by British Gas Insurance Limited and withwhat it did after the fire stopped working.background Mrs L had a new gas fire installed in her property in 2009. After the manufacturer’s warrantyon this expired she added this to an existing home... (4 pages)View decision -
Decision Reference DRN4352449
2 May 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr K complains on behalf of Mr A and Mr C about a Home Care policy taken out with British Gas Services Limited (“British Gas”). Mr A and Mr C would like a refund of the policy.backgroundThe policy was taken out in June 2011. Under the terms and conditions, the boil... (2 pages)View decision -
Decision Reference DRN9087374
23 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains about the number of repairs to his boiler under his insurance policy with British Gas Insurance Limited (British Gas). backgroundMr R holds a HomeCare Insurance policy with British Gas. In 2010 British Gas installed a new boiler at Mr R’s property. Thi... (2 pages)View decision -
Decision Reference DRN0348285
27 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S have complained about the handling of a claim they made under their central heating insurance policy with British Gas Insurance Limited.backgroundMr and Mrs S contacted British Gas on 16 December 2017 to report a fault with their boiler, which was not prod... (3 pages)View decision -
Decision Reference DRN9266390
4 Sep 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G’s complaint is about the handling of a claim under a central heating and homeemergency insurance policy with British Gas Insurance Limited. Mrs G is represented by herhusband Mr G, in this complaint.backgroundI issued a provisional decision on this matter in July 2020, part of which ... (5 pages)View decision -
Decision Reference DRN1874325
19 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L complain that British Gas Insurance Limited mishandled their home care insurance policy.backgroundMr and Mrs L had an annual policy. They complained after British Gas told them the proposed premium from December 2014. The adjudicator didn’t recommend that the c... (2 pages)View decision -
Decision Reference DRN2250084
10 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs C’s complaint is about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. Mr and Mrs C are also unhappy with the cost of the policy. backgroundMr and Mrs C have held a central heating insurance policy with British Gas for some... (4 pages)View decision -
Decision Reference DRN-4226562
4 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4226562 The complaint Mr S is unhappy with the service provided by British Gas Insurance Limited in relation to His plumbing and drainage insurance policy. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limited. This i... (4 pages)View decision -
Decision Reference DRN0876646
1 Jun 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr P is unhappy at the service he’s received from British Gas Services Limited under his home emergency insurance.backgroundIn January 2009 Mr P arranged with British Gas to have a new boiler and radiators fitted in his home. Mr P also took out a Homecare policy to co... (2 pages)View decision -
Decision Reference DRN-3956042
17 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3956042 The complaint Mr S has complained about the way British Gas Insurance Limited (‘British Gas’) have handled a claim he made on his home emergency insurance policy. What happened Mr S experienced a loss of electricity at all of the sockets at his home in the kitchen and ground fl... (3 pages)View decision
