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 DRN9387010
11 Dec 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms M has complained about the service she received from British Gas Insurance Limited (“BG”) following a problem identified during an annual gas inspection.backgroundMs M had an annual contract with BG. In March 2015 she had an annual gas inspection of her heating system... (2 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 DRN-2804477
27 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2804477 The complaint Mr G complains about British Gas Insurance Limited’s (BG) level of service given during a claim made under his home emergency insurance. What happened Mr G contacted BG to make a claim as there was a leak in a soil pipe at his home. He was told by the advisor tha... (3 pages)View decision -
Decision Reference DRN3455780
22 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited (“BGI”) failed to check her central heating system properly when it agreed to take it on under her home emergency insurance policy. The result was that she continued to use the system for several years with substand... (4 pages)View decision -
Decision Reference DRN7381439
6 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C has complained about the way British Gas Insurance Limited (BG) dealt with a claim she made on her home emergency policy and because she says it failed to repair damage caused by its engineer. All references to BG include its agents. background I issued a provision... (10 pages)View decision -
Decision Reference DRN-1949016
4 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1949016The complaintMr B has complained that British Gas Insurance Limited (BG) advised him that his boiler needed to be replaced when it was in fact capable of being repaired. What happenedMr B had a Homecare policy with BG for many years covering a rental property. At a routine gas s... (2 pages)View decision -
Decision Reference DRN-2425550
9 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2425550 The complaint Miss P complains that British Gas Insurance Limited (“BGI”) downgraded the level of cover on her home emergency insurance policy without telling her what it was going to do, and paid a partial refund for this into her business instead of her private account. What ... (2 pages)View decision -
Decision Reference DRN2249987
25 Jun 2013 British Gas Services Limited Not upheldBanking and creditMr C complains that he was not told the length or applicable interest rate of a hire-purchase agreement he entered into with British Gas Services Limited in order to buy a new boiler. He says the cost of the interest is greater than the savings generated by the boiler and he would have p... (1 page)View decision -
Decision Reference DRN1454184
21 Dec 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs T complained to BG about this matter. And, being unhappy with its response, she complained to this service.Our adjudicator thought M... (2 pages)View decision -
Decision Reference DRN9878595
10 Oct 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs B are unhappy with British Gas Services Limited in connection with their landlord protection policy its provides.backgroundThere was a leak and BG went out to trace its source and fix it. The plumber that attended though said water was getting through grouti... (2 pages)View decision
