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 2254 results
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Decision Reference DRN5138663
26 Aug 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr A says that British Gas Services Limited mishandled a claim under a home emergency insurance policy.backgroundMr A has a HomeCare 400 for his tenanted house with British Gas. In February 2016 a leak was discovered around the boiler and a claim made to British ... (2 pages)View decision -
Decision Reference DRN-2614355
29 Apr 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2614355 The complaint Mr S complains about the service he received when he made a claim under his Homecare insurance policy with British Gas Insurance Limited. References to British Gas include its agents. What happened In mid-2020, the washer dryer in the flat Mr S rented out to tenan... (3 pages)View decision -
Decision Reference DRN3249419
13 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D is unhappy with the amount by which his heating insurance policy with British Gas Insurance Limited has gone up in recent years. backgroundMr D has had the same cover with British Gas since January 2010. He’s unhappy that his premium has increased significantly ... (2 pages)View decision -
Decision Reference DRN7290810
10 Dec 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs R complain that British Gas Services Limited gave poor service under a home care insurance policy.background Mr and Mrs R called for help with a leaking pipe. They complained about the response.The adjudicator recommended that the complaint should be upheld i... (2 pages)View decision -
Decision Reference DRN1241749
8 Jul 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs D has a Homecare Agreement cover which is a boiler policy. Mrs D is unhappy with the way British Gas Insurance Limited handled a claim on her policy.backgroundMy references to British Gas include its engineers, and others, it appointed to handle this claim.Mrs D’s Homecare plan covers ... (3 pages)View decision -
Decision Reference DRN-4166638
8 Jun 2023 British Gas Services Limited Not upheldInsuranceDRN-4166638 The complaint Mr G complains British Gas Insurance Limited hasn’t backdated cancellation of his home emergency insurance policy fairly. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances... (2 pages)View decision -
Decision Reference DRN-3244736
8 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3244736 The complaint Mrs W and Mr W complain about the poor service provided by British Gas Insurance Limited when they made a claim under their home emergency insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision -
Decision Reference DRN-2911938
28 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2911938 The complaint Mrs B complains about the service provided by British Gas Insurance Limited (British Gas) under her home emergency insurance policy. What happened Mrs B had a Home Care policy with British Gas that included repairs to her boiler and central heating, and included a... (3 pages)View decision -
Decision Reference DRN-3322142
14 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3322142 The complaint Miss M complains that when British Gas Insurance Limited (British Gas) dealt with a problem with her gas pipework it caused her unnecessary stress and made her health issues worse. She wants British Gas to pay her £1,000 compensation for this. What happened Miss M... (2 pages)View decision -
Decision Reference DRN3564640
19 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W’s complaint is about the service provided by British Gas Insurance Limited in relation to a boiler and central heating insurance policy. backgroundMrs W has held the boiler insurance policy with British Gas for some time. The cover includes an annual service of the boiler. In April 2... (3 pages)View decision