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 2168 results
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Decision Reference DRN3840575
11 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr W and Mrs R’s complaint is about a boiler and central heating insurance policy held with British Gas Insurance Limited. BackgroundI issued a provisional decision on this matter in September 2019, part of which is copied below: “Mr W and Mrs R have held the policy for a number of years. ... (5 pages)View decision -
Decision Reference DRN1561982
10 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains that British Gas Insurance Limited mis-sold her a boiler protection policy. She feels that she would never have been able to claim on the policy that she has, and so the policy was unsuitable.backgroundMiss C has held a boiler protection and maintenan... (2 pages)View decision -
Decision Reference DRN4402896
6 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited declined to carry out a repair under her homecare policy when it diagnosed faults during its first service.our initial conclusionsOur Adjudicator did not recommend that the complaint be upheld. He concluded that British Gas h... (2 pages)View decision -
Decision Reference DRN4438450
3 Oct 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains about the delays caused by British Gas Insurance Limited during two separate claims made under his home emergency insurance policy.our initial conclusionsThe adjudicator recommended that the complaint be upheld in part. He considered that the compensation of £30 for a ... (2 pages)View decision -
Decision Reference DRN-1373954
6 Jan 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1373954 The complaintMr H is unhappy with the service he received after making a claim on his ‘homecare’ insurance policy with British Gas Insurance Limited. What happenedIn September 2019 Mr H contacted British Gas to make a claim on the policy to investigate, and repair, a leak in hi... (2 pages)View decision -
Decision Reference DRN-3210305
29 Apr 2022 British Gas Services Limited Not upheldInsuranceDRN-3210305 The complaint Mrs K complains an engineer supplied by British Gas Services Limited, broke her boiler during an annual service visit and left her tenants at risk in a rental property by not turning the boiler off. She also complains about the overall service received from Britis... (2 pages)View decision -
Decision Reference DRN-3067238
8 Oct 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3067238 The complaint Mr B complains that British Gas Insurance Limited unfairly charged him a £99 excess after he made a claim on his home emergency policy. What happened Mr B has a British Gas HomeCare policy, covering his central heating. He made a claim for two leaking radiators, a... (2 pages)View decision -
Decision Reference DRN4074433
11 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S is unhappy with the service provided by British Gas Insurance Limited in relation to a claim under an appliance insurance policy. background Mr S had a problem with his dishwasher and made a cl aim under the policy British Gas attended and determined that the dis... (2 pages)View decision -
Decision Reference DRN5509253
14 Nov 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss B says that British Gas Insurance Limited mishandled a claim under a home emergency policy that resulted in a leak causing damage to her home.backgroundMiss B has a home emergency policy. In January 2016 she discovered a leak and called British Gas. It sent an en... (2 pages)View decision -
Decision Reference DRN8842182
21 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr F has complained about British Gas Insurance Limited. He isn’t happy about the service he received under his home care insurance policy.background Mr F had a service and inspection undertaken at his rental property. British Gas said that there was a problem with ... (1 page)View decision
