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 DRN0347935
19 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S are unhappy with the service they received from British Gas Insurance Limited when they made a claim on their home emergency policy.background Mr and Mrs S have had some problems with their boiler. British Gas’s engineers visited their property to carry ... (2 pages)View decision -
Decision Reference DRN5448434
22 Feb 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited gave her poor service under a home care insurance policy. background Mrs S complained that – as it hadn't provided good service - British Gas should refund what she’d paid over the years.The adjudicator recommended ... (3 pages)View decision -
Decision Reference DRN8903082
9 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H is unhappy with how British Gas Insurance Limited dealt with his ‘Homecare’ insurance claim.provisional decision I issued my provisional decision on this case in January 2020, which set out the background to the complaint and what I was minded to decide:“backgroundIn May 2018, Mr H fo... (6 pages)View decision -
Decision Reference DRN-2926118
20 Jul 2021 British Gas Services Limited Not upheldInsuranceDRN-2926118 The complaint Mr M and Mrs R complain that British Gas Services Limited (“British Gas”) damaged their boiler while inspecting it for faults. The details of this complaint are well known, so I will not repeat everything again here. Instead, I will focus on giving the reasons for... (2 pages)View decision -
Decision Reference DRN3713826
11 Sep 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C is unhappy with the cost of his homecare policy arranged by British Gas Services Limited. backgroundMr C has had a British Gas homecare plan – covering his boiler, plumbing, central heating etc. – for a number of years. In addition, the plan also included ‘kitchen appliance cover’ for... (2 pages)View decision -
Decision Reference DRN-4042674
8 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4042674 The complaint Mr P complains about how British Gas Insurance Limited dealt with his boiler breakdown. He’s unhappy that he was told the repair needed wasn’t covered by his policy, that his gas supply was turned off and that he was left without heating. He wants British Gas to c... (4 pages)View decision -
Decision Reference DRN7464039
20 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W through their representative Mr D complain that British Gas Insurance Limited didn’t act fairly or reasonably when dealing with a service under a home emergency policy. They want a refund of all premiums paid with interest and compensation.backgroundMr and Mrs W had a home eme... (5 pages)View decision -
Decision Reference DRN-3579531
5 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3579531 The complaint Mrs A complains about the service provided by British Gas Insurance Limited under her home emergency insurance policy. Mrs A is represented in this complaint by her husband but, for ease, I’ll refer to Mrs A throughout. What happened Mrs A had a HomeCare policy wi... (3 pages)View decision -
Decision Reference DRN5751020
1 Mar 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains about poor service he received from British Gas Insurance Limited (British Gas) under his home emergency insurance policy.backgroundMr P has had a policy with British Gas covering his central heating system for a number of years. British Gas’s records sho... (2 pages)View decision -
Decision Reference DRN8436892
16 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr F complains British Gas Insurance Limited took about a year to repair his central heating. He says there were repeat visits; failed call outs; incorrect parts; misdiagnosis; and delays. He also says his policy premium increased due to all the visits.background Mr F has a British Gas ins... (3 pages)View decision
