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-2565175
12 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2565175 The complaint Mr P’s complaint is about the handling of a claim made under his central heating and plumbing and drainage insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in January 2021, part of which is copied b... (5 pages)View decision -
Decision Reference DRN9734862
21 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr N complains that British Gas Insurance Limited gave him poor service under a home care policy.background Mr N called for help with a gas leak. He complained that a British Gas engineer left gas leaking into his house – putting the safety of his family at risk.The adjudicator recomm... (2 pages)View decision -
Decision Reference DRN-2981618
3 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2981618 The complaint Mrs M’s complaint is about the handling of a claim under her central heating insurance policy with British Gas Insurance Limited. What happened On 10 April 2021, Mrs M reported a claim to British Gas as she had no hot water and the radiators were dangerously hot. ... (2 pages)View decision -
Decision Reference DRN-1383108
27 Apr 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1383108 The complaintMr M complains that British Gas Insurance Limited turned down a claim he made on his home emergency insurance policy. Mr M’s represented by his son. What happenedIn early June 2019, Mr M suffered a loss of electricity in the downstairs of his home. He made a claim ... (4 pages)View decision -
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-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 DRN1497461
10 Nov 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms F has complained about the service she received from British Gas Insurance Limited.backgroundMs F has an insurance policy which covers the cost of repairs to various parts of her rental property. She made a claim because the hot water cylinder, gas hob and washing... (2 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 -
Decision Reference DRN-4513425
13 Dec 2023 British Gas Insurance Limited UpheldInsuranceDRN-4513425 The complaint Miss J has complained that British Gas Insurance Limited (British Gas) unfairly dealt with a claim under a home emergency policy. What happened Following a gas leak at Miss J’s home, the gas utility company capped off the gas supply to a fire. So, Miss J contacted... (3 pages)View decision