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-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 DRN9064991
10 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that British Gas Insurance Limited gave him poor service under a home care policy.backgroundMr J had been paying for cover on his gas appliances. He complained after British Gas told him his gas fire was corroded and a replacement part was no longer available.The adjudic... (2 pages)View decision -
Decision Reference DRN5569652
24 Mar 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr D complains about the service received under his British Gas Services Limited HomeCare insurance policy. background Mr R says British Gas’s engineer carried out a smoke test on the flue. The engineer said it was leaking but the repairs wouldn’t be covered under Mr ... (2 pages)View decision -
Decision Reference DRN0284587
23 Jul 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr I complains that British Gas Services Limited mis-sold him a home care policy. backgroundLike many people Mr I lives in a traditional terraced house with a surface water drain of about 12 metres long. In late 2010, British Gas sold him an insurance policy to cover plu... (2 pages)View decision -
Decision Reference DRN6616495
3 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B’s complaint arises from the service provided by British Gas Insurance Limited in relation to his home emergency insurance policy.backgroundI issued my provisional decision on this matter in July 2015, an extract from which is copied below:“Mr B first contacted ... (5 pages)View decision -
Decision Reference DRN-2151597
20 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-2151597 The complaint Mr W is complaining about the handling of his home emergency insurance claim by British Gas Services Limited. Any references to British Gas include their agents. What happened In August 2019, Mr W called British Gas to unblock the sewer drain just outside his back... (3 pages)View decision -
Decision Reference DRN5985959
26 Aug 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr V complains that British Gas Insurance Limited mishandled two of his home care insurance policies.backgroundMr V was the landlord of several properties for which he had British Gas policies. He complained about the policies for two properties which I will call num... (2 pages)View decision -
Decision Reference DRN5138663
26 Aug 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr A says that British Gas Services Limited mishandled a claim under a home emergency insurance policy.backgroundMr A has a HomeCare 400 for his tenanted house with British Gas. In February 2016 a leak was discovered around the boiler and a claim made to British ... (2 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 DRN6383978
7 Nov 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs D complains about British Gas Insurance Limited’s failure to diagnose a leak in her washing machine, as a result of which Mrs D says damage was caused to her kitchen. backgroundIn March 2013, a British Gas engineer attended at Mrs D’s property, in response to a report that her wa... (2 pages)View decision
