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 2270 results
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Decision Reference DRN-1537223
27 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1537223The complaintMr L complains that British Gas Insurance Limited failed to replace all the parts in his boiler - following a repair claim on his policy.What happened Mr L had a British Gas Homecare insurance policy which he could claim for boiler repairs on. Mr L made a claim for ... (2 pages)View decision -
Decision Reference DRN-2746850
13 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2746850 The complaint Mr S’s complaint is about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in February 2021, part of which is copied below: “Mr S’s policy covers a ... (4 pages)View decision -
Decision Reference DRN2509079
8 Jan 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains about the service provided by British Gas Insurance Limited in relation to clearing a blocked pipe.backgroundMr W owns a property which he lets out to tenants through a managing agent. He has a home emergency policy for the property, and when there were p... (3 pages)View decision -
Decision Reference DRN-3878372
4 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3878372 The complaint Mr H complains about British Gas Insurance Limited (“British Gas”) for failing to identify extensive corrosion to his water tank. He wants British Gas to refund his premiums for at least 3 years. What happened Mr H has an older style boiler, which ceased productio... (3 pages)View decision -
Decision Reference DRN-3062043
9 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3062043 The complaint Mr S complains that British Gas Insurance limited damaged his cold-water isolation tap, when handling a claim under his home emergency policy. What happened In September 2020 Mr S reported a problem with his upstairs toilet. British Gas sent an engineer who found ... (3 pages)View decision -
Decision Reference DRN-4072118
23 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4072118 The complaint Mr M complains that British Gas Insurance Limited failed to adequately repair a leak under his HomeCare policy. What happened In July 2021, Mr M made a claim under his HomeCare policy for a leak. British Gas arranged for a third-party drainage and plumping company... (3 pages)View decision -
Decision Reference DRN-3222419
11 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3222419 The complaint Mr and Mrs P complain that British Gas Insurance Limited (British Gas) failed to identify and resolve plumbing issues as soon as they should have and caused them additional costs, distress and inconvenience. What happened Mr and Mrs P held a British Gas Homecare ... (3 pages)View decision -
Decision Reference DRN9734862
21 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr N complains that British Gas Insurance Limited gave him poor service under a home care policy.background Mr N called for help with a gas leak. He complained that a British Gas engineer left gas leaking into his house – putting the safety of his family at risk.The adjudicator recomm... (2 pages)View decision -
Decision Reference DRN3548980
2 Dec 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains that British Gas Insurance Limited didn’t carry out a boiler repair under his home emergency policy.backgroundMr L had a HomeCare policy with British Gas for over 10 years. In February 2015 an engineer told Mr L that a boiler case clip was missing. T... (2 pages)View decision -
Decision Reference DRN8179996
6 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited have treated him unfairly as they wouldn’t pay his claim for clearing a blocked drain.backgroundThe background to this complaint was set out in my provisional decision – a copy of which is attached and forms part of th... (4 pages)View decision