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 DRN1692543
30 Jul 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)On behalf of Mr Q, his wife Mrs Q complains that British Gas Insurance Limited gave poor service under a home care insurance policy.background Mr and Mrs Q noticed a small damp patch on their ceiling and British Gas sent an engineer to help before they went on holi... (2 pages)View decision -
Decision Reference DRN-4788343
9 May 2024 British Gas Insurance Limited UpheldInsuranceDRN-4788343 The complaint Mr A complains that British Gas Insurance Limited didn’t locate a leak when he called them out and as a result, the ceiling in the flat below collapsed. What happened Mr A held a home emergency policy with British Gas to cover his flat which was rented out. In No... (3 pages)View decision -
Decision Reference DRN-3354318
14 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3354318 The complaint Mr and Mrs S complain British Gas Services Limited treated them unfairly when their boiler stopped working and they needed assistance under their homecare cover policy. What happened On 5 February 2021, Mr and Mrs S contacted British Gas because their boiler show... (2 pages)View decision -
Decision Reference DRN4125645
29 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss A is unhappy that British Gas Insurance Limited cancelled her annual service appointment and the customer service she received after this.backgroundMiss A had a service booked when British Gas called around half an hour before the appointment slot was due to end... (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 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 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 DRN0725569
1 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains about the service he received from British Gas Insurance Limited in relation to a Homecare policy.backgroundMr W had a central heating boiler fitted by British Gas in around 1997. He also bought an agreement to cover service and repairs. He’s not happy th... (1 page)View decision -
Decision Reference DRN6186321
21 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms B complains about the service she received from British Gas Insurance Limited under her appliance care insurance policy.backgroundMs B reported a problem with her fridge freezer to British Gas. She wasn’t satisfied with the handling of her claim. And, being unhap... (2 pages)View decision