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
-
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 DRN-3264859
19 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3264859 The complaint Mr and Mrs A complain about British Gas Insurance Limited’s handling of ongoing claims about their heating system under their home emergency policy. What happened Mr and Mrs A say that engineers visited to fix problems with their heating and hot water system on mo... (6 pages)View decision -
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 DRN6785480
29 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T is unhappy with the way that British Gas Insurance Limited has dealt with her claim for replacement of a tap under her Home Care Insurance.backgroundMrs T called out British Gas as she had a hot water tap in her bathroom that had seized up. British Gas agreed ... (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 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 DRN2457657
13 Apr 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas attended Mr A’s property to deal with a problem relating to his central heating boiler.Mr A later complained to British Gas abou... (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
