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 2270 results
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Decision Reference DRN1549515
24 May 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr S reported a fault with his heating boiler on 21 March. British Gas attended each day between 22 and 25 March, when the repair was complete... (2 pages)View decision -
Decision Reference DRN5692426
15 May 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J has complained about the date British Gas Insurance Limited (British Gas) offered her for the annual boiler service she receives as part of her home emergency insurance.backgroundMrs J had a HomeCare policy with British Gas which entitled her to an annual boiler... (2 pages)View decision -
Decision Reference DRN7185453
15 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C is unhappy with the handling of a claim by British Gas Insurance Limited under her central heating insurance policy. backgroundI issued a provisional decision on this matter in December 2018, part of which is copied below: “Mrs C says that she noticed water drip... (4 pages)View decision -
Decision Reference DRN1194957
17 Jun 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms D complains on behalf of her mother that British Gas Insurance Limited caused a second leak at her property, causing damage.backgroundIn November 2013, British Gas were contacted to report a leak at the property.British Gas arranged for an engineer to attend the... (3 pages)View decision -
Decision Reference DRN8948322
10 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs H say British Gas Insurance Limited didn’t complete an annual service of their boiler, which they paid for as part of their HomeCare cover.background Mr and Mrs H (the policyholders) are frustrated by the service they received from British Gas. Their HomeCa... (2 pages)View decision -
Decision Reference DRN2305693
3 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms N complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundBritish Gas was called to deal with a water leak in Ms N’s tenanted property.Ms N later complained to British Gas about its handling of t... (2 pages)View decision -
Decision Reference DRN8184625
2 Feb 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr B complained that – because British Gas hadn't serviced his old one properly – he had to buy a new boiler.The adjudicator recommended that the c... (2 pages)View decision -
Decision Reference DRN4605713
21 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited took almost three weeks to arrange a repair to his dishwasher after he claimed on an insurance policy covering his kitchen appliances. He also says the policy was mis-sold.backgroundMr P contacted British Gas about his broken dishwasher. An... (3 pages)View decision -
Decision Reference DRN7903676
17 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs J are unhappy that British Gas Insurance Limited didn’t recognise a leak in 2017 during an annual service. The boiler casing has now corroded due to the leak and it needs replacing. backgroundMr and Mrs J have a HomeCare policy through British Gas which includes annual boiler se... (3 pages)View decision -
Decision Reference DRN-1865622
27 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1865622The complaintMrs R complains that British Gas Insurance Limited caused the stopcock in her house to leak and this resulted in damage to her kitchen. What happenedAround July 2019, British Gas sent an engineer, who I’ll refer to as “D” to carry out a repair under Mrs R’s homecare... (3 pages)View decision