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 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 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-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 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 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 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 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 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 -
Decision Reference DRN7872190
28 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains that when he called on British Gas Insurance Limited (“BGI”) to repair a leakunder his home emergency insurance policy: BGI was slow in attending and repairing the leak; and when its engineer did attend, the repair was faulty and caused further d... (3 pages)View decision
