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 2168 results
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Decision Reference DRN-4904104
14 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4904104 The complaint Mr R and the estate of the late Mr R have complained about the way British Gas Insurance Limited carried out the annual boiler service under a HomeCare agreement. They are represented by Miss R in bringing this complaint. What happened Mr R and the estate of t... (2 pages)View decision -
Decision Reference DRN-2186941
18 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2186941The complaintMs D has complained about the offer made to her by British Gas Insurance Limited (BG)when two bathroom tiles were damaged in the course of a repair.I’ve previously issued a provisional decision in this matter and did not receive any further information from Ms D or ... (3 pages)View decision -
Decision Reference DRN8123168
1 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B has complained about British Gas Insurance Limited. He isn’t happy that it charged him for a repair under his home emergency policy.backgroundMr B had a leak in February 2016 and British Gas attended his property. It asked Mr B to pay for the repair as it said... (1 page)View decision -
Decision Reference DRN1637017
11 Apr 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T is unhappy about the level of service received from British Gas Insurance Limited under his Kitchen Appliance Cover policy. British Gas failed to attend an appointment to repair an appliance. Mr T had to call several times that day to find out what was happening, incurring c... (2 pages)View decision -
Decision Reference DRN-2762133
19 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2762133 The complaint Mr W complains that British Gas Insurance Limited (BG) failed to deal with the damage it caused to his home under his British Gas Home Cover. What happened I set out the background to the complaint within my provisional decision and also here. When Mr W noticed so... (4 pages)View decision -
Decision Reference DRN6399737
19 Aug 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B complains about British Gas Insurance Limited. backgroundMrs B held a policy covering her boiler with British Gas. When they attended for their first look at this they would not work on the boiler as they felt someone else had tried to interfere with it, their ... (1 page)View decision -
Decision Reference DRN-3011526
23 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3011526 The complaint Ms F complains about the poor level of workmanship following a claim under a home emergency policy with British Gas Insurance Limited (BG). What happened In April 2018 Ms F contacted BG as she had a leak under her bath. It sent an engineer who replaced the bath w... (3 pages)View decision -
Decision Reference DRN0764001
8 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs L complains that British Gas Services Limited (“BGS”): failed to provide assistance under her home emergency policy when she and her husband, who was elderly, frail, disabled, and just out of hospital were going to be without heating for over two weeks in the win... (3 pages)View decision -
Decision Reference DRN-1599108
6 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1599108The complaintMr H complains that British Gas Insurance Limited (BG) won’t pay for a replacement boiler at his property What happenedMr H had a Homecare insurance policy with British Gas that provided servicing and breakdown cover for his boiler. In January 2019, a BG engineer at... (2 pages)View decision -
Decision Reference DRN3945082
19 Sep 2017 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L’s complaint against Ageas Insurance Limited (“Ageas”) is about a declined buildings insurance claim. She is being assisted in her complaint by her husband, Mr L.backgroundMrs L tried to make a claim in August 2016 for damage to her kitchen caused by leaking wate... (2 pages)View decision
