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 2177 results
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Decision Reference DRN3436118
15 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G’s complaint is about the handling of a claim under a home plumbing and drains insurance policy with British Gas Insurance Limited. backgroundI issued a provisional decision on this matter earlier this month, part of which is copied below: “Mrs G reported that th... (5 pages)View decision -
Decision Reference DRN-4714735
19 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4714735 The complaint Miss B complains about British Gas Insurance Limited’s handling of her HomeCare claims. What happened Miss B holds a HomeCare policy with British Gas. She made several claims from March 2023 for issues at her property, including leaks. British Gas’s engineers atte... (3 pages)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 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 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 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 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 -
Decision Reference DRN-3180371
24 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3180371 The complaint Mr H complains that British Gas Insurance Limited (British Gas) have not provided him with a boiler service under the terms of his policy and have repeatedly cancelled appointments. What happened Mr H holds a heating and boiler insurance policy with British Gas to... (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 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
