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-4255142
7 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4255142 The complaint Mr A has complained about the poor service he received from British Gas Insurance Limited (BGIL) when he sought assistance under his Home Care agreement. What happened In September 2022 Mr A sought assistance from BGIL when there was a problem with hot water acces... (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 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-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 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 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 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 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
