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 DRN5092642
20 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited failed to repair a leak properly, and this caused damage to her home.background I issued a provisional decision on this complaint earlier this month. An extract of the provisional decision follows:Mrs T called British G... (3 pages)View decision -
Decision Reference DRN2729162
1 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Messrs D have bought a complaint about the handling of a central heating insurance policy with British Gas Insurance Limited. The complaint has been brought in joint names but for ease of reading, I will refer to Mr D throughout. backgroundI issued a provisional decis... (4 pages)View decision -
Decision Reference DRN2424257
11 Jun 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C’s complaint is about the service provided by British Gas Insurance Limited in relation to his boiler insurance policy. backgroundMr C’s policy with British Gas includes an annual service of his boiler. During the annual service in September 2018, the British Gas engineer found there w... (5 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 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 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 -
Decision Reference DRN8370481
18 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited charged him for repairs he thinks are covered under his boiler cover policy.backgroundMr A contacted British Gas in November 2013, as his boiler had stopped working. He did not have any insurance cover at the time but ... (3 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 DRN4888414
17 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P says that British Gas Insurance Limited caused a water leak in his kitchen when carrying out work under his central heating insurance policy.backgroundIn October 2013, British Gas carried out an annual service on the boiler and decided that the expansion ve... (2 pages)View decision -
Decision Reference DRN3276703
28 Dec 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K’s complaint is about the handling of a claim under his appliance repair insurance policy with British Gas Insurance Limited.backgroundMr K made a claim under his policy for repair of his dishwasher in a property he rents out. His tenants called British Gas to repo... (3 pages)View decision