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 2178 results
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Decision Reference DRN-2825442
18 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2825442 The complaint Mr B has complained about how British Gas Insurance Limited (British Gas) dealt with issues with his boiler under his home emergency policy. What happened Mr B had a HomeCare policy with British Gas for a rental property that he owned. Mr B’s tenants told him tha... (5 pages)View decision -
Decision Reference DRN-4760728
7 Jun 2024 British Gas Insurance Limited UpheldInsuranceDRN-4760728 The complaint Mrs H’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy. What happened Mrs H’s policy provides cover for her boiler and central heating system. The policy also includes an annual service of... (4 pages)View decision -
Decision Reference DRN0714877
13 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M complain that British Gas Insurance Limited gave them poor service under a home care policy.backgroundMr and Mrs M called British Gas out many times under their HomeCare policy. Mr and Mrs M complained that British Gas failed to trace or to fix the source of a water leak – ... (2 pages)View decision -
Decision Reference DRN6729123
20 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B have complained about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. Mr and Mrs B are represented in this complaint by their son. Any time I refer to Mr and Mrs B in this decision, it should be r... (3 pages)View decision -
Decision Reference DRN-2354208
14 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2354208 The complaint Mrs L complains that British Gas Insurance Limited breached data protection laws by disclosing her personal information to a third party. What happened Mrs L has a HomeCare insurance policy with British Gas. In January 2020, she was expecting a call from a British... (2 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 DRN6164343
14 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss L complains that, following a claim under her home emergency insurance policy, British Gas Insurance Limited’s engineer used the incorrect technique to test the boiler casing seals, which left her boiler beyond economical repair. backgroundMiss L holds a Homecare Insurance policy... (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 DRN7503342
20 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint arises from a central heating insurance policy provided by British GasInsurance Limited. Mr U is bringing the complaint on behalf of the estate of his late father,Mr K, in whose name the policy was provided.backgroundI issued a provisional decision on this matter in June 202... (6 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
