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 DRN-4470106
14 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4470106 The complaint Ms A complains British Gas Insurance Limited unfairly declined a claim she made on her homecare policy. What happened In Spring 2023, Ms A made a claim on her homecare policy for a leak from a pipe. British Gas attended the property but then declined the claim. It... (3 pages)View decision -
Decision Reference DRN-3307409
14 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3307409 The complaint Mr C complains British Gas Insurance Limited didn’t service his boiler, controls and central heating correctly over a number of years, cancelled an appointment for repairs at the last minute and didn’t reimburse him when he got another engineer to carry out the re... (4 pages)View decision -
Decision Reference DRN-4874091
28 Jun 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4874091 The complaint Mr S has complained that British Gas Insurance Limited mis-sold him a home emergency insurance policy. What happened Mr S says that he had moved his energy bills to British Gas in February 2021 and when he did so, British Gas added the home emergency insurance pol... (4 pages)View decision -
Decision Reference DRN-3337124
11 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3337124 The complaint Mr P complains that British Gas Insurance Limited is responsible for poor service in connection with a claim on his home emergency insurance policy. What happened Where I refer to British Gas, I refer to the insurance company of that name and I include its plumbin... (3 pages)View decision -
Decision Reference DRN-2018790
24 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-2018790 The complaintMr B is unhappy about a repair carried out on his boiler by British Gas Insurance Limited (“British Gas”) under his Boiler and Controls and Breakdown Cover, which led to a gas leak. What happenedA British Gas engineer attended Mr B’s property during April 2019 bec... (4 pages)View decision -
Decision Reference DRN3293781
23 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr B lives with his wife and school- age daughter. For many years he has had British Gas insurance for his central heating. Where I refer to Brit... (5 pages)View decision -
Decision Reference DRN6501035
22 Jul 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr S is unhappy British Gas Services Limited (British Gas) incorrectly sent him an invoice for £50 and told him the matter would be passed to debt collectors. backgroundMr S was incorrectly sent an invoice for £50 on 18 November 2018 following an annual service under his HomeCare agreement... (2 pages)View decision -
Decision Reference DRN6670952
18 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S has complained about a British Gas Insurance Limited engineer damaging her boiler while trying to carry out a repair under a boiler and central heating insurance policy. backgroundIn June 2018, Mrs S reported that she was not getting any hot water. British Gas ... (3 pages)View decision -
Decision Reference DRN4764997
7 Dec 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs P called British Gas for help but she complained about the response.The adjudicator recommended that the complaint should be upheld in part. She ... (2 pages)View decision -
Decision Reference DRN7259130
11 Feb 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs W complain that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include other companies and engineers insofar as I hold B... (3 pages)View decision
