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 DRN1564577
17 Oct 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)summary of complaintMr J complains about British Gas Insurance Limited’s handing of his insurance claim for a problem with his hot water supply.background to complaintMr J holds a policy, underwritten by British Gas. In October 2011, British Gas attended at Mr J’s property in response... (3 pages)View decision -
Decision Reference DRN-4294350
24 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4294350 The complaint Mr S complains about British Gas Insurance Limited (“British Gas”) for delays in replacing a leaking water cylinder at his home. He wants British Gas to compensate him for the inconvenience his household experienced, for the excess on his home insurance claim and ... (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 DRN-2918339
2 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-2918339 The complaint Mr and Mrs G complain that when they claimed on their British Gas Insurance Limited (British Gas) HomeCare policy that the engineer that attended caused damage in their home. There are several parties and representatives of British Gas involved throughout the clai... (4 pages)View decision -
Decision Reference DRN5605923
13 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs P complain that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company by that name and I include engineers and others for whose actions I hold it re... (4 pages)View decision -
Decision Reference DRN2545042
24 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B is unhappy with the service provided by British Gas Insurance Limited in relation to his central heating insurance policy. backgroundMr B’s policy with British Gas includes an annual service of his boiler. Mr B says British Gas failed to contact him on the ann... (2 pages)View decision -
Decision Reference DRN0594604
1 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms M complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company by that name and I include its engineers and others for whose actions I hold that compa... (2 pages)View decision -
Decision Reference DRN4918599
19 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains on behalf of the estate of Mrs M that the premiums British Gas Insurance Limited charged Mrs M for her home emergency policy were too high; it failed to tell her that the level of cover had changed and she wasn’t getting the cover she was paying for;... (4 pages)View decision -
Decision Reference DRN-2178022
7 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2178022 The complaint Mr D is unhappy with the service provided by British Gas Insurance Limited under his home emergency policy. What happened Mr D booked his annual boiler service under his HomeCare policy. However, British Gas then changed the appointment the day before it was due t... (3 pages)View decision -
Decision Reference DRN-2768587
28 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2768587 The complaint Mr M and Ms M complain British Gas Insurance Limited dealt poorly with a call-out under their home emergency insurance policy and won’t reimburse them for the repairs another engineer carried out, because it says these aren’t covered by their policy. What happened... (4 pages)View decision
