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 2163 results
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Decision Reference DRN7098198
19 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited (BG) failed to honour the terms and conditions of the home emergency policy he took out with it, provided misleading information to sell him the policy, and generally provided a poor level of service and complaint ha... (3 pages)View decision -
Decision Reference DRN-2434046
16 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2434046 The complaint Mr and Mrs B complain about the service they received from British Gas Insurance Limited (BG) under their home emergency policy. What happened Mr and Mrs B had a policy with BG that covered their heating system for breakdowns, repairs and included an annual servi... (4 pages)View decision -
Decision Reference DRN-2276382
13 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2276382 The complaint Mrs W has complained that when British Gas Insurance Limited (BG) undertook a repair under her HomeCare policy, it caused damage to her flooring. What happened The details of this complaint are known to both parties so I won’t repeat them again here. Instead I’ll ... (2 pages)View decision -
Decision Reference DRN-3259408
17 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3259408 The complaint Mr R complains about the poor level of customer service he received from British Gas Insurance Limited (BG), under his home emergency policy. What happened Mr R had a home emergency policy from BG which provided an annual service, as well as covered for boiler is... (3 pages)View decision -
Decision Reference DRN-4088815
3 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4088815 The complaint Mr R complains about the poor service he received from British Gas Insurance Limited (BG) following a claim under his home emergency policy. What happened Mr R noticed a leak at the front of the house. He contacted BG who sent an engineer. The engineer told Mr R t... (3 pages)View decision -
Decision Reference DRN-4117397
30 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4117397 The complaint Mr M complains about British Gas Insurance Limited’s (BG) poor service, under his home emergency policy. What happened Mr M held a BG boiler and heating policy. In March 2022, BG completed repairs and noted that there was sludge in the system. In September 2022, a... (3 pages)View decision -
Decision Reference DRN0281570
18 Aug 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G complains about the poor service she’s received from British Gas Insurance Limited (BG) under her Home Care policybackgroundMrs G’s policy insures her for broken kitchen appliances and she had problems with her fridge-freezer and oven. She told BG her fridge-freez... (2 pages)View decision -
Decision Reference DRN2801000
29 May 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs W complains about British Gas Services Limited’s (BG) service under her home care insurance policy. My references to BG include its agents.backgroundMrs W’s boiler was serviced by BG in October 2016. She is on BG’s priority services register due to her personal c... (2 pages)View decision -
Decision Reference DRN-3645894
22 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3645894 The complaint Mrs B is unhappy about the service received following her claim under her British Gas Insurance Limited’s (BG) home emergency policy. What happened Mrs B had issues with her radiators and central heating system, so she contacted BG to get this investigated and fix... (2 pages)View decision -
Decision Reference DRN-1994159
16 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1994159 The complaint Mrs S is unhappy that British Gas Insurance Limited (BG) has condemned her gas appliances under, her home emergency policy. It should be noted that the insurers in this complaint is British Gas Insurance Limited, who is the business who underwrite this policy. Wha... (3 pages)View decision
