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 2255 results
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Decision Reference DRN5379758
18 Jan 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs F called her insurer British Gas for help with a leaking toilet. She complained that its engineer gave poor service and damaged the toilet.The adjudicat... (2 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 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 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-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 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 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 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 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