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 DRN4764997
7 Dec 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs P called British Gas for help but she complained about the response.The adjudicator recommended that the complaint should be upheld in part. She ... (2 pages)View decision -
Decision Reference DRN7503342
20 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint arises from a central heating insurance policy provided by British GasInsurance Limited. Mr U is bringing the complaint on behalf of the estate of his late father,Mr K, in whose name the policy was provided.backgroundI issued a provisional decision on this matter in June 202... (6 pages)View decision -
Decision Reference DRN-4253825
25 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4253825 The complaint Mrs S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened A family member who lived in a property owned by Mrs S contacted British Gas when she smelled sewage in the bathroom. British... (2 pages)View decision -
Decision Reference DRN0725569
1 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains about the service he received from British Gas Insurance Limited in relation to a Homecare policy.backgroundMr W had a central heating boiler fitted by British Gas in around 1997. He also bought an agreement to cover service and repairs. He’s not happy th... (1 page)View decision -
Decision Reference DRN5092642
20 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited failed to repair a leak properly, and this caused damage to her home.background I issued a provisional decision on this complaint earlier this month. An extract of the provisional decision follows:Mrs T called British G... (3 pages)View decision -
Decision Reference DRN4014533
29 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M’s complaint arises from a claim she made under her boiler and central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 December 2017, a British Gas engineer attended Mrs M’s home to carry out a repair on her boiler. The engineer apparen... (2 pages)View decision -
Decision Reference DRN0714877
13 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M complain that British Gas Insurance Limited gave them poor service under a home care policy.backgroundMr and Mrs M called British Gas out many times under their HomeCare policy. Mr and Mrs M complained that British Gas failed to trace or to fix the source of a water leak – ... (2 pages)View decision -
Decision Reference DRN4863417
31 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating and gas appliance insurance policy. backgroundMrs H has held the policy with British Gas for several years. The policy includes an annual service of her gas fire. British Gas s... (2 pages)View decision -
Decision Reference DRN-3855802
30 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3855802 The complaint Mr M complains British Gas Insurance Limited failed to properly service his boiler under his HomeCare insurance policy, resulting in it requiring replacement. What happened In 2022, Mr M says a British Gas engineer carried out an annual service and recommended his... (3 pages)View decision -
Decision Reference DRN3210546
25 Jul 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K’s complaint arises from British Gas Insurance Limited’s refusal to reimburse costs he incurred in having a hot water cylinder replaced privately. backgroundMr K had a central heating insurance policy with British Gas. However, when he had a problem which meant his hot water cylinder... (2 pages)View decision