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 DRN-5037443
23 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5037443 The complaint Mr H complains that the service he received from British Gas Insurance Limited when dealing with a leak at his home was poor and resulted in damage to his home. What happened Mr H holds a home emergency policy provided by British Gas. In March 2023 he reported... (5 pages)View decision -
Decision Reference DRN5957121
18 Jul 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M complains about the service received from British Gas Insurance Limited in relation to a claim. backgroundMiss M had her boiler serviced and a repair carried out by a British Gas engineer. In the process the engineer was allegedly rude to her and the repair he completed caused a ... (2 pages)View decision -
Decision Reference DRN-3726440
20 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3726440 The complaint Mrs K complains about British Gas Insurance Limited’s handling of her Home Warranty policy. All references to British Gas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision -
Decision Reference DRN-3997921
21 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3997921 The complaint Mr C complains about delays and the standard of service he received from British Gas Insurance Limited (British Gas), under his home emergency policy, which resulted in significant water damage to his home. What happened Mr C says he contacted British Gas in April... (2 pages)View decision -
Decision Reference DRN5773537
9 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy that British Gas Insurance Limited increased his renewal premium.backgroundMr L purchased HomeCare 200 central heating cover from British Gas in 2008. Mr L contacted British Gas in October 2010, as he was unhappy with the renewal premium. BG agreed to apply discount in or... (2 pages)View decision -
Decision Reference DRN6537882
20 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy with the cover British Gas Insurance Limited (British Gas) provided underhis home emergency policy.backgroundMr A has insurance with British Gas which covers repairs and an annual service of hiscentral heating system. British Gas carried out the annual service at the end of... (3 pages)View decision -
Decision Reference DRN3864365
25 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A’s complaint is about the service provided under her appliance insurance cover with British Gas Insurance Limited. backgroundMrs A has made a number of claims for problems with her washing machine. British Gas has attended each time and repaired it but Mrs A is unhappy that they did n... (2 pages)View decision -
Decision Reference DRN-4302030
6 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4302030 The complaint Mr M is complaining about the way British Gas Insurance Limited handled a claim he made on his landlord home emergency policy. He’s also unhappy with the way it renewed the policy. What happened On 5 October 2022 Mr M booked an appointment to arrange for an engine... (3 pages)View decision -
Decision Reference DRN9876419
14 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas replaced the radiators in Mr G’s home. This was done partly under his policy and partly as upgrade work on a paid basis.Mr G... (2 pages)View decision -
Decision Reference DRN-3765751
7 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3765751 The complaint Mr P complains about his home emergency insurance policy with British Gas. Any reference to British Gas includes the actions of any agents – such as engineers, acting on their behalf. What happened The background to this complaint is well known to both Mr P and Br... (2 pages)View decision
