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 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 DRN0319375
8 Dec 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O has complained about the amount he has been charged for his home emergency insurance policies by British Gas Insurance Limited.backgroundMr O has two properties in the same road and held boiler and central heating cover with British Gas for both properties. The... (3 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 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 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