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 DRN-3574169
18 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3574169 The complaint Mr T on behalf of Mrs T has complained about the poor service she received from British Gas Insurance Limited when she made a claim under her homecare insurance policy. What happened In December 2021 Mr and Mrs T’s hot water tank split and Mr T contacted British G... (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 DRN-4410338
20 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4410338 The complaint Mr G has complained about the service provided by British Gas Insurance Limited under his central heating insurance policy. What happened Mr G reported a fault with his boiler on 26 September 2022. British Gas sent an engineer out who said an electrician was neede... (4 pages)View decision -
Decision Reference DRN5448434
22 Feb 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited gave her poor service under a home care insurance policy. background Mrs S complained that – as it hadn't provided good service - British Gas should refund what she’d paid over the years.The adjudicator recommended ... (3 pages)View decision -
Decision Reference DRN5728008
20 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited unduly delayed paying an insurance claim made under her Home Care policy.backgroundMrs K held a Home Care policy with British Gas that covered her kitchen appliances against mechanical fault and breakdown. Mrs K contacted ... (3 pages)View decision -
Decision Reference DRN-3456790
3 Aug 2022 British Gas Insurance Limited UpheldInsuranceDRN-3456790 The complaint Mrs W complains that British Gas Insurance Limited (“British Gas”) sent a letter about her policy to the incorrect address and that this has had a significant impact on her. What happened Mrs W holds two HomeCare policies with British Gas for two separate properti... (3 pages)View decision -
Decision Reference DRN8770675
6 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs D complain about work carried out to their boiler and wiring by British Gas Insurance Limited under their HomeCare policy. They also complain that British Gas Insurance Limited continued to take premiums for Home Electrical cover after it was removed from the policy.background... (2 pages)View decision -
Decision Reference DRN-4361659
3 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4361659 The complaint Mr A has complained about the service provided by British Gas Insurance Limited in relation to his boiler and central heating insurance policy. What happened Mr A has had a boiler and central heating insurance policy with British Gas since 2011 for a property he l... (7 pages)View decision -
Decision Reference DRN-2926118
20 Jul 2021 British Gas Services Limited Not upheldInsuranceDRN-2926118 The complaint Mr M and Mrs R complain that British Gas Services Limited (“British Gas”) damaged their boiler while inspecting it for faults. The details of this complaint are well known, so I will not repeat everything again here. Instead, I will focus on giving the reasons for... (2 pages)View decision -
Decision Reference DRN8393023
11 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B is unhappy with the way British Gas Insurance Limited handled a claim on his HomeCare insurance.background In February 2017, Mr B had a dripping tap so he made a claim on his British Gas HomeCare insurance. On 16 February, British Gas sent a plumber to his home... (2 pages)View decision
