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 DRN5969948
9 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms and Mr G complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.background Ms and Mr G reported a problem with their central heating. They later complained to BG about the service they’d received.BG... (2 pages)View decision -
Decision Reference DRN-2446473
19 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2446473 The complaint Mr M complains that British Gas Insurance Limited (BG) misdiagnosed issues with his boiler which resulted in him carrying out unnecessary work, under his home emergency policy. What happened Mr M contacted BG as he was experiencing problems with his boiler. BG sen... (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 DRN-4203025
23 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4203025 The complaint Mr B is unhappy British Gas Insurance Limited charged a £99 excess for a repair made to his boiler under a boiler care policy. What happened The full details of the complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on... (2 pages)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 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 -
Decision Reference DRN5257900
12 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F complains about problems that she says have been caused by faulty installation of a new central heating system. She brings her complaint about British Gas Insurance Limited (BGI).backgroundIn August 2014 Mrs F had a new central heating system installed by British Gas. The system was ... (3 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 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
