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 DRN6179903
14 Aug 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr R owns a flat in the United Kingdom. He had let the flat to a tenant. Mr R lives in another part of the European Union.He had a home care insurance policy ... (4 pages)View decision -
Decision Reference DRN2702352
18 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M are unhappy with the service given to him under a home care policy for his boiler with British Gas Insurance Limited (British Gas).backgroundIn August 2018, Mr and Mrs M booked a service for 24 October 2018. They say the service year for that period wou... (4 pages)View decision -
Decision Reference DRN-3212289
10 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3212289 The complaint Mr M complained about the service provided by British Gas Insurance Limited under his home emergency policy. What happened Mr M had a HomeCare policy with British Gas that covered him for repairs to his boiler in the event of a breakdown. When a British Gas engine... (2 pages)View decision -
Decision Reference DRN-4253825
25 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4253825 The complaint Mrs S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened A family member who lived in a property owned by Mrs S contacted British Gas when she smelled sewage in the bathroom. British... (2 pages)View decision -
Decision Reference DRN3036446
9 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S is unhappy with British Gas Insurance Limited’s handling of a claim under his home emergency insurance policy. background In June 2015, Mr S reported a leak which had caused water damage to the ceiling below and the floor. The first British Gas engineer incorrectly... (3 pages)View decision -
Decision Reference DRN-4054437
3 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4054437 The complaint Mr C and Mrs C complain about the level of service received from British Gas Insurance Limited following a claim against their homecare insurance policy. What happened Mr C and Mrs C say British Gas failed to repair a boiler fault in 2020. They say multiple visits... (4 pages)View decision -
Decision Reference DRN9002544
26 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs A’s complaint arise from the service provided by British Gas Insurance Limited under their home emergency insurance cover. backgroundMr and Mrs A hold policies with British Gas in respect of two properties both of which are rented out. They had arranged a... (2 pages)View decision -
Decision Reference DRN-5049336
29 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-5049336 The complaint Mr C complains about British Gas Insurance Limited’s handling of a claim made under his HomeCare insurance policy. What happened Mr C has held HomeCare cover with British Gas since 2017 for a property he rents out. This covers the property’s boiler, controls a... (4 pages)View decision -
Decision Reference DRN1650022
29 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G owned two flats in the same building and rented them to tenants. His complaint relates to one of those flats (“the flat”).Mr G had British G... (5 pages)View decision -
Decision Reference DRN0257886
18 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited caused damage while doing work under a home care policy.backgroundMr S complained that British Gas had loosened a pipe connection, causing water damage to the room below.The adjudicator did not recommend that the complain... (2 pages)View decision