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-4481852
28 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4481852 The complaint X complains about British Gas Insurance Limited’s (BG) poor service, following a claim under his home emergency policy. What happened X held a landlord policy with BG, his tenants contacted BG as there was an issue with the boiler. It sent an engineer who diagnose... (4 pages)View decision -
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-3823600
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3823600 The complaint Mrs D complains about British Gas Insurance Limited’s poor service following a claim under her home emergency policy. What happened Mrs D discovered a leak in her home and contacted BG. It sent an engineer who diagnosed that the leak was causing damp, was located ... (3 pages)View decision -
Decision Reference DRN-1822240
16 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1822240The complaintMrs B complains about how British Gas Services Limited (T/A British Gas) dealt with her claim for a replacement dishwasher. What happenedMrs B held a HomeCare insurance policy with British Gas Services Limited (T/A British Gas), which I’ll refer to as “BG” in this d... (4 pages)View decision -
Decision Reference DRN-3051662
16 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3051662 The complaint Mr and Mrs H complain that British Gas Services Limited declined a claim under their home emergency policy. What happened Mr and Mrs H had a home emergency policy with BG, which they had held for around 21 years. Over the years their central heating system had lo... (5 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 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 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
