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-1879328
6 Jul 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1879328The complaintMrs G complains that British Gas Insurance Limited should reimburse her with £720 for the costs she incurred owing to the misdiagnosis of a leak in 2018. An engineer, on behalf of British Gas, had attended Mrs G’s property under her home emergency insurance policy.... (3 pages)View decision -
Decision Reference DRN0231051
17 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains (through her son-in-law who is her attorney) that British Gas Insurance Limited gave poor service under a home care policy.background Mrs B’s son-in-law complained about how British Gas dealt with her and how long it took to respond to him. He considers that it should c... (2 pages)View decision -
Decision Reference DRN-3961506
1 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3961506 The complaint Mr and Mrs C complain about the service they received from British Gas Insurance Limited in relation to their home emergency policy. What happened In early 2022, Mr C contacted British Gas about a problem with his boiler. British Gas arranged for an engineer to vi... (3 pages)View decision -
Decision Reference DRN3923954
17 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr F’s complaint is about the service provided during a claim under his home emergency insurance policy with British Gas Insurance Limited.backgroundMr F contacted British Gas at approximately 10am on 21 January 2018, as he had noticed a leak at his property. British ... (2 pages)View decision -
Decision Reference DRN6279514
7 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited (“British Gas”) mishandled his Home Care insurance claim.backgroundMr D holds a Home Care policy with British Gas which provides breakdown cover for his boiler. He made a claim on 8 January 2018 as there was a system fault which resulted in... (3 pages)View decision -
Decision Reference DRN-2405467
10 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2405467 The complaint Mrs L’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in November 2020, part of which is copied below: “On 30 December 201... (5 pages)View decision -
Decision Reference DRN0594604
1 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms M complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company by that name and I include its engineers and others for whose actions I hold that compa... (2 pages)View decision -
Decision Reference DRN4764997
7 Dec 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs P called British Gas for help but she complained about the response.The adjudicator recommended that the complaint should be upheld in part. She ... (2 pages)View decision -
Decision Reference DRN1648662
3 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with delays in the handling of his claim under his central heating insurance policy with caused by British Gas Insurance Limited and says that it caused his boiler to be left in an unsafe state.background British Gas attended Mr A’s property (which... (2 pages)View decision -
Decision Reference DRN0472173
30 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy with the service provided by British Gas Insurance Limited under the HomeCare policy he had with them. backgroundMr S had a British Gas HomeCare policy, which included an annual boiler service. When arranging the 2018 boiler service, British Gas cancelled... (2 pages)View decision