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
-
Decision Reference DRN-1360117
8 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1360117The complaintMr and Mrs M complain that when carrying out an annual service as part of their home emergency cover, British Gas Insurance Limited damaged their gas fire, and its offer to pay 50% of the cost of a new fire isn’t enough to put things right. What happenedMr and Mrs M... (2 pages)View decision -
Decision Reference DRN1798632
29 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S complain that British Gas Insurance Limited gave them poor service under a home care policy.backgroundMr and Mrs S had British Gas insurance which covered their plumbing. They called for help with hot water taps in a bathroom. They complained about the resp... (2 pages)View decision -
Decision Reference DRN8086600
24 Nov 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms E and Mr J complain that British Gas Insurance Limited failed to correctly service their boiler over a number of years and that this subsequently caused their boiler to break down. backgroundMs E and Mr J experienced a loss of heating and hot water in their property. They attempted ... (2 pages)View decision -
Decision Reference DRN4829054
26 May 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms Z’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in April 2020, part of which is copied below: Ms Z contacted British Gas in March 2019, as her boile... (3 pages)View decision -
Decision Reference DRN7603565
23 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F’s complaint arises out of the handling of a claim made under his central heatinginsurance policy with British Gas Insurance Limited.backgroundI issued my provisional decision on this matter earlier this month, part of which is copied below:“Mr F held a policy with British Gas to cover... (3 pages)View decision -
Decision Reference DRN8326006
29 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains about the way British Gas Insurance Limited dealt with a claim on his home emergency policy.backgroundMr G has a policy with British Gas which includes cover for plumbing repairs. He called British Gas when he had a leak from his shower, which had been ... (2 pages)View decision -
Decision Reference DRN3746225
28 Feb 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G is unhappy with British Gas Insurance Limited’s actions in relation to a home emergency insurance policy. backgroundMr G took over a policy that had been in his mother’s name, after she passed away. The policy came to an end in July 2016 and Mr G didn’t want to ... (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 DRN-3807197
2 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3807197 The complaint Ms A complains British Gas Insurance Limited didn’t handle a claim she made on her central heating cover as it should have. What happened In late December 2021/January 2022 Ms A reported a problem with her central heating system to British Gas. Over the following ... (2 pages)View decision -
Decision Reference DRN1115724
12 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited should refund some of her payments on a landlord’s HomeCare policy. She says that it had been unable to get spare parts for her boiler since about 2007.backgroundMrs B let her property to tenants. After the boiler brok... (2 pages)View decision