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 DRN1665875
27 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about British Gas Insurance Limited’s (BG) poor workmanship and service when he made a claim under his Home Care insurance policy. My references to BG include its agents.Mr H will see that my decision is against a different part of British Gas’ business ... (2 pages)View decision -
Decision Reference DRN-1234129
3 Dec 2019 British Gas Insurance Limited UpheldInsuranceDRN-1234129 The complaintMs A complains that, without giving her any notice, British Gas Insurance Limited (“BGI”) cancelled an appointment under her home emergency insurance policy to repair a water leak, which caused her loss and inconvenience. What happened Ms A had a home emergency ins... (4 pages)View decision -
Decision Reference DRN8039339
12 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C is unhappy because British Gas Insurance Limited (BG), under a service agreement she has with it, organised a replacement oven which doesn’t cook food in the same way the previous one did.backgroundBG couldn’t repair Mrs C’s oven so offered, in line with the polic... (2 pages)View decision -
Decision Reference DRN8012872
28 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D’s complains that British Gas Insurance Limited (“BG”) didn’t make a ‘shared pipework’ exclusion clear enough when his ‘Home Care Cover Plan’ was renewed.backgroundThis complaint was originally part of Mr D’s complaint about the sale of the ‘Plumbing and Drains’ ext... (2 pages)View decision -
Decision Reference DRN1781467
13 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (“BGI”) failed to respond promptly when he made a claim under the insurance policy provided when he bought a new gas boiler. backgroundIn July 2015, Mr S bought a new gas central heating boiler. Included in the purcha... (2 pages)View decision -
Decision Reference DRN6988265
6 Apr 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr L complains that British Gas Insurance Limited (BG) declined his claim under his Home Care insurance policy. My references to BG include its agents.backgroundIn 2017 Mr L contacted BG to report a problem with his electric hot water immersion heater. BG’s engineer ... (2 pages)View decision -
Decision Reference DRN6301713
9 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss T complains about the service she has received from British Gas Insurance Limited (BG). background Miss T has made a number of claims over issues with her boiler over a number of years. Eventually a problem was found with the pipe work, which was not covered by the policy. Miss T fe... (1 page)View decision -
Decision Reference DRN-4301735
15 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4301735 The complaint Mr A complains about the excesses charged by British Gas Insurance Limited (BGIL) under his HomeCare policy for repairs, as he thinks the problems ought to have been picked up at his annual service. He also thinks BGIL failed to inform him of a fault with his boil... (2 pages)View decision -
Decision Reference DRN-5247013
9 Jan 2025 British Gas Services Limited Not upheldInsuranceDRN-5247013 The complaint Mr and Ms N complain British Gas Services Limited (“BGSL”) unfairly allowed their home insurance policy to be cancelled which they say led to them not being covered for a claim. What happened Mr and Ms N had a home insurance policy with an insurer. BGSL was re... (6 pages)View decision -
Decision Reference DRN6618150
7 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O complains about British Gas Insurance Limited’s (BG) service under his homecare insurance policy. My references to BG include its agents.backgroundMr O contacted BG as he’d noticed his boiler was losing pressure. Several BG engineers visited his property on separate o... (3 pages)View decision
