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 DRN9116023
11 Jan 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs B have complained that British Gas Services Limited (BG) said it wouldn’t undertake a repair under their home insurance policy when they had a leaking pipe.background In February 2017 Mr and Mrs B had a leak from a pipe so contacted BG with whom they’d ha... (2 pages)View decision -
Decision Reference DRN6096149
12 Sep 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs I complains about British Gas Insurance Limited (I’ll refer to as BG) – she says that BG failed to carry out an annual service over several years and as a result the boiler needs to be replaced. She thinks BG has failed to comply with the terms of her HomeCare 200 policy.Mrs I is repre... (3 pages)View decision -
Decision Reference DRN7680823
10 Dec 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)ComplaintMs T complains about British Gas Insurance Limited (BG). background Ms T has a number of issues with BG, including premium increases not being communicated, gas safety certificates not being sent, and some documents sent to an incorrect address. One of our adjudicators inve... (2 pages)View decision -
Decision Reference DRN-2294710
2 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2294710 The complaint Ms S, through her son and attorney Mr S, has complained that British Gas Insurance Limited (BG) wouldn’t repair a leak from her toilet under her HomeCare 4 policy. References to BG include its contractors and agents. I’ve previously issued a provisional decision i... (3 pages)View decision -
Decision Reference DRN-5186934
3 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5186934 The complaint Mrs O has complained about the service she received from British Gas Insurance Limited (BG) when she had a problem with her boiler and being charged for a procedure she believes was unnecessary. I previously issued a provisional decision in this case. I receiv... (5 pages)View decision -
Decision Reference DRN2398681
27 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R complains that British Gas Insurance Limited’s (BG) work under her home care insurance policy caused her unnecessary cost, distress and inconvenience. My references to BG include its agents.backgroundMrs R contacted BG under her home care policy in May 2017 as the... (2 pages)View decision -
Decision Reference DRN-1700413
19 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1700413 The complaint Mr C complains that British Gas Insurance Limited (BG) said his boiler couldn’t be repaired and that annual services weren’t carried out under his home emergency policy. What happened Mr C’s policy provided for emergency repairs to and an annual service of his boi... (4 pages)View decision -
Decision Reference DRN6689253
18 Jul 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr J is unhappy with the work done by British Gas Services Limited under his homecare boiler policy for a property he rents out to tenants.backgroundMr J made a claim to BG but after it had done the repairs Mr J said it failed to carry out all the required work. BG said Mr J could provide ... (2 pages)View decision -
Decision Reference DRN3971607
4 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited (BG) won’t pay her claim under her Homecare insurance policy. My references to BG include its agents.backgroundMrs P has Homecare insurance with BG that includes plumbing cover.On 3 March 2018 after heavy snowfalls a pipe burst at Mrs P’s ... (3 pages)View decision -
Decision Reference DRN-2869024
10 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2869024 The complaint Mrs and Mr S complain that British Gas Insurance Limited (BG) declined a claim in respect of their boiler and then cancelled their home emergency policy. What happened Mrs and Mr S’s policy provided cover for repairs and replacement of their boiler but not annual ... (5 pages)View decision
