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 2255 results
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Decision Reference DRN-4839651
24 Jun 2024 British Gas Insurance Limited UpheldInsuranceDRN-4839651 The complaint Miss S complains that British Gas Insurance Limited (“British Gas”) is responsible for damage to her property following a claim under her home care policy. Any reference to British Gas includes its contractors and agents for the purposes o... (5 pages)View decision -
Decision Reference DRN8210778
15 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited initially refused to repair his boiler under a Home Care policy, which left him without heating.backgroundMr G’s boiler had been regularly serviced by British Gas over several years under a Home Care policy held by his father. In 2018, Mr G... (4 pages)View decision -
Decision Reference DRN-4921049
2 Sep 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4921049 The complaint Mr E complains that British Gas Insurance Limited failed to repair a leak correctly under his HomeCare Insurance policy, which has caused further damage. What happened The detailed background to this complaint is well known to both parties, so I’ll only summar... (3 pages)View decision -
Decision Reference DRN1445617
26 Sep 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Services Limited made multiple errors when renewing his insurance policy. He’s not happy with the amount he’s been offered to put matters right, or the response to his complaint.backgroundMr M’s ‘level two’ policy was due for renewal on 23 June 2017. On 2 Ju... (6 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 DRN1124896
19 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C have said they’re unhappy with the service provided to them by British Gas Insurance Limited (British Gas) after they needed to make a claim under their home care policy. backgroundMr and Mrs C have explained that in January 2018 they discovered they ha... (3 pages)View decision -
Decision Reference DRN3273920
7 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited should give him a refund under a home care insurance policy.backgroundMr G took out a policy. About a year later, he complained that he’d paid about £290 for the policy which should’ve covered a service for which he’d pa... (2 pages)View decision -
Decision Reference DRN7290810
10 Dec 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs R complain that British Gas Services Limited gave poor service under a home care insurance policy.background Mr and Mrs R called for help with a leaking pipe. They complained about the response.The adjudicator recommended that the complaint should be upheld i... (2 pages)View decision -
Decision Reference DRN-2382252
4 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2382252 The complaint Mr C is unhappy with the delays and the re-scheduled appointments made by British Gas Insurance Limited (British Gas) in relation to a claim he submitted. What happened Mr C had a Homecare agreement with British Gas. In November 2019, the flushing system to the to... (3 pages)View decision -
Decision Reference DRN-2947107
12 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-2947107 The complaint Mr T and Mrs T have complained about the customer service provided by British Gas Insurance Limited (British Gas) under their home emergency policy. What happened Mr T and Mrs T had a HomeCare policy with British Gas, which included an annual service for their bo... (4 pages)View decision