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 DRN7934287
9 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A has complained that British Gas Insurance Limited caused damage to his home when he made a claim under his home emergency insurance policy.backgroundMr A held a Home Care policy with British Gas, which provided cover for his boiler.In May 2018 Mr A experienced ... (3 pages)View decision -
Decision Reference DRN-3192744
3 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3192744 The complaint Ms B complains that British Gas Insurance Limited won’t cover her home emergency claim for repairs to her central heating at her let property What happened Ms B had a Home Care policy with British Gas for her let property. This covered, amongst other things, the a... (3 pages)View decision -
Decision Reference DRN5903932
24 May 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S complain that British Gas Insurance Limited didn’t identify a fault with the installation of their boiler. They say this left them at risk for a significant amount of time.background I sent out my provisional decision on this complaint on 26 April 2018 (which... (3 pages)View decision -
Decision Reference DRN-4821240
7 Jun 2024 British Gas Insurance Limited UpheldInsuranceDRN-4821240 The complaint Mr and Mrs K's complaint is about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. What happened Mr and Mrs K made a claim under the policy in April 2022, as they had a leak from the toilet cistern. Briti... (8 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 DRN0751043
13 Jan 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background A British Gas engineer attended Mr O’s property at the end of April to deal with a leaking radiator. The engineer concluded the central h... (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 -
Decision Reference DRN5870166
7 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L have complained about British Gas Insurance Limited. They say that it failed to undertake their annual service properly causing the boiler to be condemned.backgroundMr and Mrs L had a policy with British Gas for their boiler for a number of years. Around... (2 pages)View decision -
Decision Reference DRN3713826
11 Sep 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C is unhappy with the cost of his homecare policy arranged by British Gas Services Limited. backgroundMr C has had a British Gas homecare plan – covering his boiler, plumbing, central heating etc. – for a number of years. In addition, the plan also included ‘kitchen appliance cover’ for... (2 pages)View decision -
Decision Reference DRN6776253
12 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains that, when she had problems with her boiler, British Gas Insurance Limited advised her to buy a new one. She then found that the problems were due to an electrical fault. She says if this had been diagnosed correctly, she wouldn’t have needed to buy... (2 pages)View decision