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 2177 results
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Decision Reference DRN4127234
3 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home care policy.background Mr A made several complaints to British Gas about its poor service under his home care policy. His complaints included that he couldn’t access his on-li... (2 pages)View decision -
Decision Reference DRN7051373
18 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S have made a complaint about how British Gas Insurance Limited has handled a claim they made on their home emergency insurance policy. backgroundMr and Mrs S had an overnight trip booked within the UK on the 22 December 2018. This was important because th... (3 pages)View decision -
Decision Reference DRN7934287
9 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A has complained that British Gas Insurance Limited caused damage to his home when he made a claim under his home emergency insurance policy.backgroundMr A held a Home Care policy with British Gas, which provided cover for his boiler.In May 2018 Mr A experienced ... (3 pages)View decision -
Decision Reference DRN8659216
27 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B’s complaint relates to his insurance policy with British Gas Insurance Limited.backgroundMr B pays monthly for the policy with British Gas. The policy benefits include an annual service of his boiler. Mr B says that he has not had his boiler serviced for the l... (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 DRN4447852
27 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains that British Gas Insurance Limited failed to attend two scheduled appointments. background Mrs A holds a HomeCare policy, underwritten by British Gas Insurance Limited, which runs from 11 April to 10 April each year. An engineer appointment was arranged for late January ... (2 pages)View decision -
Decision Reference DRN0751043
13 Jan 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background A British Gas engineer attended Mr O’s property at the end of April to deal with a leaking radiator. The engineer concluded the central h... (2 pages)View decision -
Decision Reference DRN9881610
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited failed to properly repair a leak under a landlord’s home care policy.backgroundIn May 2015 Mrs C reported a leak at a property she rents out to British Gas. Water was coming through the kitchen ceiling from the bathro... (2 pages)View decision -
Decision Reference DRN4300350
11 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited mishandled his home care policy.backgroundMr B complained after British Gas downgraded his cover from HomeCare 400 to HomeCare 100.The adjudicator did not recommend that the complaint should be upheld. She concluded that... (2 pages)View decision -
Decision Reference DRN-3668914
17 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3668914 The complaint Mr R complains about the level of service received from British Gas Insurance Limited under his homecare insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my decision I’ll mainly focus on giving t... (3 pages)View decision
