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 DRN7731608
18 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy. backgroundBritish Gas replaced Mr P’s central heating boiler under his policy. Mr P complained about the position of the new boiler and generally a... (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 DRN-3628051
25 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3628051 The complaint Mr W is unhappy as he says that a British Gas Insurance Limited engineer should have noticed a leak coming from his boiler, when they gave it an annual service. He says failure to do so, caused increased damage and repair costs. What happened The details of this c... (2 pages)View decision -
Decision Reference DRN-4120019
12 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4120019 The complaint Miss D complains about British Gas Insurance Limited’s handling of her home insurance policy. Miss D is being represented in her complaint by Mr S, I shall refer to him where necessary below. All references to British Gas also include its appointed agents. What ha... (2 pages)View decision -
Decision Reference DRN6041498
9 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Services Limited hadn’t acted fairly or reasonably when dealing with his home emergency policy. He wants compensation.backgroundMr H had a home emergency policy with British Gas. He said that it had failed to carry out an annual service of his boiler as requ... (2 pages)View decision -
Decision Reference DRN9324019
14 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B has complained about British Gas Insurance Limited. She isn’t happy about the way it dealt with a claim under home emergency policy.backgroundMs B’s boiler broke down in June 2016 and she contacted British Gas. It arranged for an engineer to attend the following ... (1 page)View decision -
Decision Reference DRN0607265
8 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained about the handling of a claim under his plumbing and drainage insurance policy with British Gas Insurance Limited.backgroundMr A was advised in 2018 that some water pipes needed replacing. Mr A says the cost of that work should have been covered ... (2 pages)View decision -
Decision Reference DRN-4103905
23 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4103905 The complaint Mrs M complains about the service she received from British Gas Insurance Limited following a claim she made on her home emergency insurance policy. Reference to British Gas includes its agents. What happened Mrs M held a home emergency insurance policy with Briti... (2 pages)View decision -
Decision Reference DRN7812338
11 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr B complained to British Gas that its engineer had broken the drainage trap in his shower, when trying to unblock it. And, being unhappy ... (1 page)View decision -
Decision Reference DRN5271469
24 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs B has complained that British Gas Insurance Limited misdiagnosed a fault which resulted in her being without heating and hot water for seven days and the service it provided when undertaking a separate repair. our initial conclusionsOur adjudicator did not recommend t... (2 pages)View decision
