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 DRN-4401871
22 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4401871 The complaint Mr Z complains about the service he received from British Gas Insurance Limited when making a claim under his HomeCare insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll fo... (2 pages)View decision -
Decision Reference DRN5379758
18 Jan 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs F called her insurer British Gas for help with a leaking toilet. She complained that its engineer gave poor service and damaged the toilet.The adjudicat... (2 pages)View decision -
Decision Reference DRN-2888069
9 Jul 2021 British Gas Insurance Limited UpheldInsuranceDRN-2888069 The complaint Mr M complains that British Gas Insurance Limited failed to diagnose and repair a boiler fault in a reasonable timeframe. This left him and his family with no heating or hot water for approximately eight days during winter. Mr M had a HomeCare home emergency polic... (4 pages)View decision -
Decision Reference DRN-3354313
7 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3354313 The complaint Mrs C is unhappy with the way British Gas Insurance Limited (British Gas) handled her home emergency claim. What happened On 31 March 2021, Mrs C noticed all the electrical switches in her house had stopped working. The only exception to this was her lights. So, s... (3 pages)View decision -
Decision Reference DRN8393023
11 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B is unhappy with the way British Gas Insurance Limited handled a claim on his HomeCare insurance.background In February 2017, Mr B had a dripping tap so he made a claim on his British Gas HomeCare insurance. On 16 February, British Gas sent a plumber to his home... (2 pages)View decision -
Decision Reference DRN4891919
18 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr V complains that British Gas Insurance Limited should carry out further work and pay him compensation under a home care policy.backgroundMr V suffered a leak in a central heating pipe under a floor. He complained that British Gas should move the pipe and repair his floor.The adjudicat... (2 pages)View decision -
Decision Reference DRN3615000
21 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains that British Gas Insurance Limited (“British Gas”) have failed to properly fulfil their obligations under her Home Care policy.backgroundMrs A holds a Home Care policy with British Gas that provides servicing and breakdown cover for her boiler. She arranged for her boiler t... (2 pages)View decision -
Decision Reference DRN3431407
28 Oct 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms T complains about a missed appointment by British Gas Insurance Limited, and a subsequent late arrival to a further appointment, in connection with an annual service under her home emergency insurance policy. backgroundIn September 2013, British Gas failed to attend a scheduled a... (1 page)View decision -
Decision Reference DRN7496297
17 Jun 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R complains that British Gas Insurance Limited declined to carry out a repair to her boiler and cancelled her policy.backgroundIn December 2013, Mrs R reported that her boiler had stopped working. British Gas arranged for an engineer to attend the same day. The e... (2 pages)View decision -
Decision Reference DRN-1211814
27 Mar 2020 British Gas Services Limited Not upheldInsuranceDRN-1211814The complaintMrs M is unhappy with the service she was provided by British Gas Services Limited when they carried out an annual service on her boiler – which is covered by her insurance policy. Mrs M is being represented in her complaint by Mr M.What happenedIn March 2019 Britis... (3 pages)View decision
