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 2176 results
-
Decision Reference DRN-4042674
8 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4042674 The complaint Mr P complains about how British Gas Insurance Limited dealt with his boiler breakdown. He’s unhappy that he was told the repair needed wasn’t covered by his policy, that his gas supply was turned off and that he was left without heating. He wants British Gas to c... (4 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 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 DRN-4006406
7 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4006406 The complaint Ms B complains British Gas Insurance Limited (British Gas) caused damage to a worktop in her garage after she made a claim on her home emergency insurance policy. And that the cash offer made for repairs was not enough. There are several parties and representative... (3 pages)View decision -
Decision Reference DRN1115724
12 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited should refund some of her payments on a landlord’s HomeCare policy. She says that it had been unable to get spare parts for her boiler since about 2007.backgroundMrs B let her property to tenants. After the boiler brok... (2 pages)View decision -
Decision Reference DRN4014533
29 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M’s complaint arises from a claim she made under her boiler and central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 December 2017, a British Gas engineer attended Mrs M’s home to carry out a repair on her boiler. The engineer apparen... (2 pages)View decision -
Decision Reference DRN1467825
12 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Ms J says British Gas Services Limited has mishandled a claim under a home emergency insurance policy.backgroundMs J had a Homecare policy with British Gas since March 2014 for a property she rents out. In September 2015 Ms J reported an electrical problem in the ki... (2 pages)View decision -
Decision Reference DRN5903932
24 May 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S complain that British Gas Insurance Limited didn’t identify a fault with the installation of their boiler. They say this left them at risk for a significant amount of time.background I sent out my provisional decision on this complaint on 26 April 2018 (which... (3 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 DRN4863417
31 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating and gas appliance insurance policy. backgroundMrs H has held the policy with British Gas for several years. The policy includes an annual service of her gas fire. British Gas s... (2 pages)View decision
