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 DRN1647903
8 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Dr I complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundDr I made a claim under her ‘Homecare’ policy on 4 September when the fridge/freezer in her tenanted property broke down.An engineer was bo... (2 pages)View decision -
Decision Reference DRN0806047
22 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs O complains that British Gas Insurance Limited gave her poor service under the plumbing cover on her home care policy. backgroundMrs O rang British Gas for help with a water leak under her kitchen sink. She complained that British Gas sent a plumber who caused damage... (2 pages)View decision -
Decision Reference DRN-4088006
20 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4088006 The complaint Mrs C has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy. What happened Mrs C contacted British Gas to report that water was leaking at the bottom of the hot water tank and was coming through the... (3 pages)View decision -
Decision Reference DRN2829448
9 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about a claim made under his home emergency insurance policy with British Gas insurance Limited (British Gas). He is unhappy with the difficulty in arranging an appointment as well as advice given to him when he had his boiler installed. backgroundMr C trie... (2 pages)View decision -
Decision Reference DRN6946541
11 Dec 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H is unhappy about the way British Gas Insurance Limited (British Gas) dealt with a claim he made under his homecare policy. background Mr H had a problem with a mixer tap in his bathroom in December 2018. He says British Gas delayed in fixing the tap. British Gas sent a heating enginee... (2 pages)View decision -
Decision Reference DRN5969693
15 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy with the insurance policy provided to him by British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in October 2017, part of which is copied below: “Mr L had cover for his central heating and boiler with British Gas. ... (4 pages)View decision -
Decision Reference DRN5992247
1 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B is unhappy that British Gas Insurance Limited has refused to carry out certain repairs to her central heating system under her ‘HomeCare’ central heating cover policy, and has charged her for the work. background Mrs B held a plumbing and drainage policy, as well as cover for her ... (3 pages)View decision -
Decision Reference DRN7161689
7 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs I is unhappy that British Gas Insurance Limited hasn’t repaired or replaced her faulty boiler, even though it’s been causing problems for four years. background British Gas installed a replacement boiler for Mrs I in 2014. Since then there have been intermittent... (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 DRN0150909
19 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O complains that British Gas Insurance Limited should rewire his property free of charge under his home care policy.backgroundMr O had – for many years – British Gas cover which included his electrical wiring. He says British Gas did not carry out two-yearly inspections. Mr O complai... (2 pages)View decision