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 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 -
Decision Reference DRN-2928809
18 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2928809 The complaint Mr H has complained about the service he received from British Gas Insurance Limited (BG) under his HomeCare policy following multiple visits by its engineers to rectify a problem with his heating and hot water system. What happened The facts of this complaint are... (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 DRN4933699
8 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited (“BGI”): failed on a number of occasions to properly repair his central heating boiler when he called on BGI under his home emergency insurance policy; and caused water leaks and damage to his property and possessions.backgroundI issued a... (4 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-3697804
22 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3697804 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (BGIL) under his boiler insurance policy and the sale of the policy on their behalf by British Gas Services Limited (BGSL). What happened Mr M took out a plan with BGIL in November 202... (5 pages)View decision -
Decision Reference DRN7789634
15 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T, on behalf of L Limited, complains that British Gas Insurance Limited won’t pay for a replacement boiler at a property L Limited owns.backgroundL Limited has a HomeCare insurance policy with British Gas Insurance Limited (BG) to cover a tenanted property which it o... (4 pages)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 DRN-3337837
17 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3337837 The complaint Mr R complains that BG Insurance Limited (BG) declined a claim under his home emergency policy. He says BG said certain repairs hadn’t been covered by his policy since 2016, but it hadn’t advised him of this. He would like his excess premiums refunded. What happen... (3 pages)View decision -
Decision Reference DRN-2822736
5 Jul 2021 British Gas Insurance Limited UpheldInsuranceDRN-2822736 The complaint Mr R complained that the customer service he received was sub-standard under his home care / emergency policy with British Gas Insurance Limited (BG). What happened As part of Mr R’s home emergency policy, he was entitled to an annual boiler service. Mr R said he’... (2 pages)View decision
