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 2168 results
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Decision Reference DRN-2959584
5 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2959584 The complaint Mr R is unhappy about the service provided by British Gas Services Limited (BG) when he claimed about a dishwasher fault under his appliance insurance policy What happened Mr R had an insurance policy with BG which provides for the repair of kitchen appliances or ... (4 pages)View decision -
Decision Reference DRN2351041
3 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H has complained that British Gas Insurance Limited (BG) wouldn’t fix his boiler because a spare part was declared to be obsolete, and misled him into believing that the boiler remained covered under his HomeCare policy when it wasn’t.I issued a provisional decision in this case and rec... (4 pages)View decision -
Decision Reference DRN3250450
13 Mar 2015 British Gas New Heating Limited Not upheldBanking and creditMr Q complains that British Gas New Heating Limited (“BGNHL”) told him that his loan agreement with a third party (“V”) would be for five years, but he discovered in 2014 that it was for ten years.our initial conclusionsThe adjudicator did not recommend that the complaint should ... (2 pages)View decision -
Decision Reference DRN8940138
5 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains about what British Gas Insurance Limited (“BGI”) did when he had a leak.backgroundMr M has an insurance policy with BGI which covers repairs to the plumbing system in his home. He told us that he rang BGI on 7 June, when he saw a damp patch on his c... (4 pages)View decision -
Decision Reference DRN0508112
1 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D has complained about the service he’s received from British Gas Insurance Limited (“BG”) under his Homecare 100 policy.backgroundMr D took out a BG Homecare 100 policy in October 2014. Shortly afterwards BG undertook the first service and inspection of his boiler un... (2 pages)View decision -
Decision Reference DRN2833914
27 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms S complains that British Gas Insurance Limited’s (BG) didn’t repair her boiler under her Home Care insurance policy. My references to BG include its agents.backgroundMs S’ boiler failed and BG’s engineers told her it couldn’t be repaired as the part that needed r... (2 pages)View decision -
Decision Reference DRN-2185325
6 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2185325 The complaint Ms B has complained that she has been overcharged over a number of years for her HomeCare policy by British Gas Insurance Limited (BG). References to BG include its agents. What happened The background to this case is well known to both parties and has been set ou... (2 pages)View decision -
Decision Reference DRN-4583143
20 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4583143 The complaint Mr W complains that British Gas Insurance Limited (BG) broke his radiator when carrying out repairs. What happened Mr W had a Homecare policy underwritten by BG which provided cover for central heating, plumbing and drains, and home electrics. He said BG made matt... (2 pages)View decision -
Decision Reference DRN-4226600
31 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4226600 The complaint Mr D complains about British Gas Insurance Limited (“BGI”) and service they provided after he made a claim on his HomeCare insurance policy. What happened Mr D held a HomeCare insurance policy, underwritten by BGI. This policy was designed to assist Mr D both prac... (4 pages)View decision -
Decision Reference DRN6869514
12 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that damage was caused to her home because of a delay in making repairs by British Gas Insurance Limited (“BGI”).backgroundMrs S said she rang BGI in November 2017 because she’d had a leak in her kitchen overnight. She had spoken to BGI that morni... (4 pages)View decision
