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 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-3889228
27 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3889228 The complaint Mr O complains about British Gas Insurance Limited’s (BG) delay in handling his claim under his home emergency policy. What happened Mr O had a leak on his drive and contacted BG to make a claim. On the same day that he reported the leak, BG sent an engineer. The ... (3 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 DRN-2015119
5 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2015119 The complaint Mrs D has complained about the service she received from British Gas Insurance Limited (BG) in relation to the replacement of a water cylinder and the repair of a gas fire. What happened The details of this complaint are well known to both parties and have been su... (2 pages)View decision -
Decision Reference DRN8066937
19 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms R and Mr K complain about the handling of a claim by British Gas Insurance Limited (BG). backgroundMs R and Mr K had a regular heating check. In 2012 (and prior to that) all results were clear and they were not told of any problems. In 2013 there was a leak, this was found to be ... (1 page)View decision -
Decision Reference DRN-1540527
8 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1540527 The complaint Mrs S complains that British Gas Insurance Limited (BG) is responsible for damage caused to her boiler - during an annual service carried out under her home emergency insurance policy. What happened In September 2019, BG carried out an annual service of Mrs S’ boi... (3 pages)View decision -
Decision Reference DRN-2376116
19 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2376116 The complaint Mr V complains that British Gas Insurance Limited (BG) didn’t repair his blocked drain after reporting a blockage on three occasions. What happened Mr V had a home emergency policy with BG which covered him for repairs to plumbing and drains. The details of this c... (2 pages)View decision -
Decision Reference DRN3471443
31 Jan 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the service from British Gas Services Limited when its contractor fixed a leak at his property.backgroundMr H has a “Homecare” home emergency cover policy with British Gas Services Limited (BGSL).In October 2018 Mr H had a problem with the central ... (2 pages)View decision -
Decision Reference DRN-4164472
5 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4164472 The complaint Mr R complains about British Gas Insurance Limited’s (‘BG’s’) handling of his HomeCare claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. W... (2 pages)View decision -
Decision Reference DRN3089249
3 Aug 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs V complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs V complained to BG about its handling of a problem with her central heating system. BG offered to give Mrs V a free magnetic system ... (3 pages)View decision
