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 DRN-4623484
1 Mar 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4623484 The complaint Mr G complains about the way British Gas Insurance Limited dealt with a claim on his home emergency insurance policy. He says appointments were cancelled, repairs were not done correctly and as a result he had to buy a new boiler. What happened British Gas attende... (3 pages)View decision -
Decision Reference DRN9002544
26 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs A’s complaint arise from the service provided by British Gas Insurance Limited under their home emergency insurance cover. backgroundMr and Mrs A hold policies with British Gas in respect of two properties both of which are rented out. They had arranged a... (2 pages)View decision -
Decision Reference DRN-4760728
7 Jun 2024 British Gas Insurance Limited UpheldInsuranceDRN-4760728 The complaint Mrs H’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy. What happened Mrs H’s policy provides cover for her boiler and central heating system. The policy also includes an annual service of... (4 pages)View decision -
Decision Reference DRN5072064
9 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S say British Gas Insurance Limited hasn’t fairly compensated them for the distress and inconvenience they experienced as a result of a boiler leak. backgroundMr and Mrs S had a boiler fitted in July 2017. This wasn’t completed under a contract of insuranc... (3 pages)View decision -
Decision Reference DRN6729123
20 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B have complained about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. Mr and Mrs B are represented in this complaint by their son. Any time I refer to Mr and Mrs B in this decision, it should be r... (3 pages)View decision -
Decision Reference DRN-5818452
17 Sep 2025 British Gas Services Limited Not upheldInsuranceDRN-5818452 The complaint Mr and Mrs M have complained about the way British Gas Services Limited trading as Scottish Gas (British Gas) have handled the claims they have made under their home emergency insurance policy. What happened The details are well known to both parties, so I will... (2 pages)View decision -
Decision Reference DRN0257886
18 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited caused damage while doing work under a home care policy.backgroundMr S complained that British Gas had loosened a pipe connection, causing water damage to the room below.The adjudicator did not recommend that the complain... (2 pages)View decision -
Decision Reference DRN7509001
7 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss M complains that British Gas Insurance Limited should fix her central heating and hot water system under a home care policy.backgroundMiss M – like her father before her - had cover with British Gas. She complained after British Gas said it could not fix her cen... (2 pages)View decision -
Decision Reference DRN7410297
24 May 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs T have raised a complaint as they are unhappy that British Gas Insurance Limited did not phone them to arrange for an annual boiler service visit. As a result, an annual visit did not take place. Mr and Mrs T feel this contributed to the rust damage cause... (2 pages)View decision -
Decision Reference DRN1647903
8 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Dr I complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundDr I made a claim under her ‘Homecare’ policy on 4 September when the fridge/freezer in her tenanted property broke down.An engineer was bo... (2 pages)View decision