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 2270 results
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Decision Reference DRN7290810
10 Dec 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs R complain that British Gas Services Limited gave poor service under a home care insurance policy.background Mr and Mrs R called for help with a leaking pipe. They complained about the response.The adjudicator recommended that the complaint should be upheld i... (2 pages)View decision -
Decision Reference DRN-3322142
14 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3322142 The complaint Miss M complains that when British Gas Insurance Limited (British Gas) dealt with a problem with her gas pipework it caused her unnecessary stress and made her health issues worse. She wants British Gas to pay her £1,000 compensation for this. What happened Miss M... (2 pages)View decision -
Decision Reference DRN7250602
3 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s complaint is about the handling of a claim under his home emergency insurance policy with British Gas Insurance Limited.backgroundMr O’s boiler broke down in early March 2018 but initially he was told he’d have to call back after the weekend to book an app... (3 pages)View decision -
Decision Reference DRN3966670
23 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about the time taken by British Gas Insurance Limited to repair his oven under his homecare policy following a breakdown just before Christmas.backgroundMr M’s oven broke down on the Saturday before Christmas (Christmas Day was on the Tuesday). As he held British Gas a... (2 pages)View decision -
Decision Reference DRN-2351166
9 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2351166 The complaint Mr W and Mrs W are unhappy about the service provided by British Gas Insurance Limited dealt (British Gas) under their home emergency policy. What happened Mr W and Mrs W contacted British Gas under their HomeCare policy because their central heating wasn’t workin... (2 pages)View decision -
Decision Reference DRN4464488
28 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr F had British Gas insurance covering his drainage and his electrics. In 2011 the policy didn’t include his outside lighting. But British Gas disconnec... (2 pages)View decision -
Decision Reference DRN-2695043
12 Apr 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2695043 The complaint Mrs K complains about the service provided by British Gas Insurance Limited (British Gas) under her home emergency policy. What happened Mrs K held a home emergency policy with British Gas that provided repairs in the event of breakdown or damage to the boiler, ce... (5 pages)View decision -
Decision Reference DRN6099079
21 Dec 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs E complains British Gas Insurance Limited won’t repair damage to her property caused by one of its engineers.backgroundMrs E has a HomeCare policy underwritten by British Gas Insurance (“British Gas”).In March 2018 an engineer came to check Mrs E’s boiler as she was... (2 pages)View decision -
Decision Reference DRN3771293
15 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited mishandled his claim on a home care insurance policy.backgroundMr B’s cover included plumbing and drainage. He called for help with a leak. He complained that British Gas said it wasn’t covered.Our investigator didn’t re... (2 pages)View decision -
Decision Reference DRN-4107936
2 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4107936 The complaint Mr C has complained about British Gas Insurance Limited. He isn’t happy that it turned down a claim under his home emergency insurance policy. What happened Mr C made a claim under his home emergency policy after his rented property had a problem with the central ... (2 pages)View decision