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 DRN7876596
6 Apr 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited didn’t make good damage to his property caused by one of its engineers when he made a claim on his home emergency insurance.backgroundMr G has a home emergency policy provided by British Gas. He claimed on the policy ... (2 pages)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 -
Decision Reference DRN4012407
23 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss H complains that British Gas Insurance Limited (British Gas) told her to buy a new boiler when it wasn’t needed under her homecare agreement.Mr C has dealt with the complaint throughout on Miss H’s behalf. backgroundMs H and Mr C live together. Their boiler is ... (3 pages)View decision -
Decision Reference DRN7256312
5 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W has complained about British Gas Insurance Limited. She isn’t happy that it wouldn’t refund her laundry costs following a claim on her home care policy.backgroundMr W’s washing machine broke down and there was a delay in fixing it. Unfortunately the attending engi... (1 page)View decision -
Decision Reference DRN-3157647
20 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3157647 The complaint Mr and Mrs B complain about British Gas Insurance Limited’s handling of a claim under their home emergency policy. For ease of reading I will refer to Mr B in my decision. What happened Mr B has had a home emergency policy with British Gas for many years. He says ... (3 pages)View decision -
Decision Reference DRN-1851087
29 May 2020 British Gas Services Limited Not upheldInsuranceDRN-1851087The complaintMr G complains that British Gas Services Limited have damaged his shower while repairing a leak. The details of this complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What I’v... (2 pages)View decision -
Decision Reference DRN1864595
26 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G, on behalf of company B, has complained about British Gas Insurance Limited. She isn’t happy about the way it dealt with a claim under the home care insurance policy.backgroundBritish Gas undertook an annual service on her boiler under her home care insuranc... (2 pages)View decision -
Decision Reference DRN3512558
13 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss M complains that a repair carried out by British Gas Insurance Limited under a home emergency policy resulted in a leak which damaged her property.backgroundMiss M has a home emergency policy with British Gas. The policy provided cover for the plumbing in Miss M’s... (2 pages)View decision -
Decision Reference DRN7355834
14 Apr 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T is unhappy with British Gas Insurance Limited’s handling of her home emergency insurance claim for damage to an external pipe which subsequently caused a gas leak. Mrs T is unhappy British Gas initially quoted to carry out the work but later said it could not undertake the ... (2 pages)View decision -
Decision Reference DRN4746166
31 Mar 2016 British Gas New Heating Limited UpheldBanking and creditMr M complains that British Gas New Heating Limited mis-represented the cost of the agreement it set up for him to pay for a heating system.backgroundMr M signed a contract for a new heating system dated 16 April 2014. He says that he was provided with a quote for... (3 pages)View decision
