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 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 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 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 DRN6751630
11 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains British Gas Insurance Limited added an incorrect address to his customer profile on its system and told him it can’t remove it. background British Gas added an incorrect address to Mr B’s customer profile for his HomeCare policy. Mr B says this happened ... (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 -
Decision Reference DRN0876646
1 Jun 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr P is unhappy at the service he’s received from British Gas Services Limited under his home emergency insurance.backgroundIn January 2009 Mr P arranged with British Gas to have a new boiler and radiators fitted in his home. Mr P also took out a Homecare policy to co... (2 pages)View decision -
Decision Reference DRN-4821240
7 Jun 2024 British Gas Insurance Limited UpheldInsuranceDRN-4821240 The complaint Mr and Mrs K's complaint is about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. What happened Mr and Mrs K made a claim under the policy in April 2022, as they had a leak from the toilet cistern. Briti... (8 pages)View decision -
Decision Reference DRN-3566741
11 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3566741 The complaint Ms R complains about a home emergency policy (boiler cover) that she says British Gas Services Limited set up without her consent. Any reference to British Gas includes the actions of its agents. What happened The background to this complaint is well known to Ms R... (2 pages)View decision -
Decision Reference DRN5406264
2 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L has complained about British Gas Insurance Limited’s handling of a claim under a home emergency insurance policy.backgroundMrs L made a claim under her policy as her kitchen sink was blocked. British Gas sent a contractor to investigate. The contractor apparently ... (2 pages)View decision -
Decision Reference DRN-2082208
12 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2082208The complaintMr B complains that British Gas Insurance Limited doesn’t cover the cost of a Powerflush as part of his home emergency insurance policy. What happenedIn November 2019, Mr B got in touch with British Gas to make a claim on his home emergency insurance policy because ... (2 pages)View decision
