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 DRN1692543
30 Jul 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)On behalf of Mr Q, his wife Mrs Q complains that British Gas Insurance Limited gave poor service under a home care insurance policy.background Mr and Mrs Q noticed a small damp patch on their ceiling and British Gas sent an engineer to help before they went on holi... (2 pages)View decision -
Decision Reference DRN-4863524
17 Sep 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4863524 The complaint Mr R complains about British Gas Insurance Limited (“British Gas”) for its decision to decline cover. He wants British Gas to reimburse him the costs he incurred from a third-party repair to drainage. What happened Mr R owns a property which he lets out to tena... (3 pages)View decision -
Decision Reference DRN2111026
5 Oct 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs H complains that British Gas Services Limited gave her poor service under a home care insurance policy.backgroundMrs H had problems with her central heating and hot water. She called British Gas for help in 2013. It recommended a power flush. Later she got someon... (2 pages)View decision -
Decision Reference DRN-2564846
8 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2564846 The complaint Mr and Mrs V complain about the way British Gas Insurance Limited handled a claim they made on their home emergency insurance policy. What happened Mr and Mrs V’s boiler was around 17 years old. In late November 2019, they called British Gas to make a claim, as th... (4 pages)View decision -
Decision Reference DRN1458072
1 Sep 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S’s complaint relates to a kitchen appliance section of his home emergency insurance policy with British Gas Insurance Limited.backgroundMr S’s policy with British Gas covers a property he rents out. In November 2018, while he was away on holiday, the washing machine in the property bro... (3 pages)View decision -
Decision Reference DRN7486796
20 Jun 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited did not put the tiled skirting and bath panel back into position after its engineer removed them when attending a call out to his home due to a leak.our initial conclusionsOur adjudicator upheld the complaint. He concluded that it is... (2 pages)View decision -
Decision Reference DRN0472173
30 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy with the service provided by British Gas Insurance Limited under the HomeCare policy he had with them. backgroundMr S had a British Gas HomeCare policy, which included an annual boiler service. When arranging the 2018 boiler service, British Gas cancelled... (2 pages)View decision -
Decision Reference DRN5510654
1 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs U has complained about British Gas Insurance Limited’s delay in carrying out her annual boiler service under her Home Emergency policy as she believes the delay contributed to a part breaking and the boiler having to be replaced.backgroundMrs U held a Home Emergency policy with Brit... (2 pages)View decision -
Decision Reference DRN9037457
21 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains British Gas Insurance Limited didn’t make it clear his policy would no longer cover problems to do with his heating system circulating water.backgroundMr H contacted British Gas in January 2017 after noticing water leaking from a radiator. A British Gas ... (3 pages)View decision -
Decision Reference DRN8752714
4 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about British Gas Insurance Limited’s failure to identify a leak in a radiator, causing damage to her parent’s property. The background to this complaint, and my provisional findings, were set out in my provisional decision dated July 2015 as follows:“back... (3 pages)View decision
