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 2181 results
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Decision Reference DRN9064991
10 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that British Gas Insurance Limited gave him poor service under a home care policy.backgroundMr J had been paying for cover on his gas appliances. He complained after British Gas told him his gas fire was corroded and a replacement part was no longer available.The adjudic... (2 pages)View decision -
Decision Reference DRN1236330
1 Mar 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs P complains damage was caused to her meter box, by British Gas Service Limited (British Gas). backgroundMrs P’s insurance policy includes cover for annual services to her boiler. On 9 February 2017 a British Gas engineer attended her property and completed an annua... (2 pages)View decision -
Decision Reference DRN5569652
24 Mar 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr D complains about the service received under his British Gas Services Limited HomeCare insurance policy. background Mr R says British Gas’s engineer carried out a smoke test on the flue. The engineer said it was leaking but the repairs wouldn’t be covered under Mr ... (2 pages)View decision -
Decision Reference DRN9055383
7 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr K had British Gas insurance cover for his central heating boiler and system (but not for other plumbing and drainage such as his bath). His ce... (3 pages)View decision -
Decision Reference DRN0284587
23 Jul 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr I complains that British Gas Services Limited mis-sold him a home care policy. backgroundLike many people Mr I lives in a traditional terraced house with a surface water drain of about 12 metres long. In late 2010, British Gas sold him an insurance policy to cover plu... (2 pages)View decision -
Decision Reference DRN5985959
26 Aug 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr V complains that British Gas Insurance Limited mishandled two of his home care insurance policies.backgroundMr V was the landlord of several properties for which he had British Gas policies. He complained about the policies for two properties which I will call num... (2 pages)View decision -
Decision Reference DRN-4616949
26 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4616949 The complaint Mr S complained that British Gas Insurance Limited (“British Gas”), didn’t make a reasonable adjustment for him as a vulnerable customer under his home emergency policy. Mr S had representation for the complaint, but for ease and simplicity, I’ll only refer to Mr ... (2 pages)View decision -
Decision Reference DRN-3004957
26 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-3004957 The complaint Mr L has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under his home emergency policy. What happened Mr L found some water stains, so he contacted British Gas because he was concerned there was a leak. British Gas sent an en... (3 pages)View decision -
Decision Reference DRN6383978
7 Nov 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs D complains about British Gas Insurance Limited’s failure to diagnose a leak in her washing machine, as a result of which Mrs D says damage was caused to her kitchen. backgroundIn March 2013, a British Gas engineer attended at Mrs D’s property, in response to a report that her wa... (2 pages)View decision -
Decision Reference DRN-3696229
28 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3696229 The complaint Mr S complains British Gas Insurance Limited failed to carry out repairs to his hot water system under his homecare insurance policy. What happened The background to the complaint is known to all parties, so I won’t repeat it here. In my decision I’ll mainly focus... (3 pages)View decision
