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-4984416
30 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4984416 The complaint Mr I’s complaint is about the handling of a claim under his boiler and central heating insurance policy with British Gas Insurance Limited. What happened Mr I held the policy with British Gas for a property he rents out. The policy includes an annual service of... (7 pages)View decision -
Decision Reference DRN-4179837
29 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4179837 The complaint Ms L complains about how British Gas Insurance Limited dealt with her claim when her washing machine broke down. What happened Ms W has a HomeCare Four policy with British Gas which covers her boiler, controls and central heating including an annual service, plus ... (4 pages)View decision -
Decision Reference DRN1578340
24 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the poor service he received from British Gas Insurance Limited under his Homecare insurance policy.BackgroundMr H has had an insurance policy for the care of his boiler with British Gas since 2005. He believes that British Gas hasn’t met its oblig... (2 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 DRN4125645
29 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss A is unhappy that British Gas Insurance Limited cancelled her annual service appointment and the customer service she received after this.backgroundMiss A had a service booked when British Gas called around half an hour before the appointment slot was due to end... (2 pages)View decision -
Decision Reference DRN-4106192
11 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4106192 The complaint Mr M complains British Gas Insurance Limited refused to carry out repairs under his Homecare insurance policy following a leak. What happened The background to the complaint is well known to all parties so I won’t repeat it here. Instead I’ll focus on giving the r... (2 pages)View decision -
Decision Reference DRN-3354318
14 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3354318 The complaint Mr and Mrs S complain British Gas Services Limited treated them unfairly when their boiler stopped working and they needed assistance under their homecare cover policy. What happened On 5 February 2021, Mr and Mrs S contacted British Gas because their boiler show... (2 pages)View decision -
Decision Reference DRN-3871161
1 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3871161 The complaint Mr M complains about the service he received from British Gas Insurance Limited following an engineer visit to his home. He’s also unhappy with the way in which his claim for damage resulting from repairs that were undertaken by the engineer has been dealt with. W... (5 pages)View decision -
Decision Reference DRN-4025787
22 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4025787 The complaint Mrs D has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home care policy. Reference to British Gas in this decision letter includes its agents and contractors acting under the relevant policy. Reference to Mrs D i... (5 pages)View decision -
Decision Reference DRN0262254
6 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.background Mrs K and her family had multiple health issues. She had British Gas cover for her central heating boiler, controls and central heating system.... (2 pages)View decision