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 2255 results
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Decision Reference DRN5257900
12 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F complains about problems that she says have been caused by faulty installation of a new central heating system. She brings her complaint about British Gas Insurance Limited (BGI).backgroundIn August 2014 Mrs F had a new central heating system installed by British Gas. The system was ... (3 pages)View decision -
Decision Reference DRN-1599108
6 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1599108The complaintMr H complains that British Gas Insurance Limited (BG) won’t pay for a replacement boiler at his property What happenedMr H had a Homecare insurance policy with British Gas that provided servicing and breakdown cover for his boiler. In January 2019, a BG engineer at... (2 pages)View decision -
Decision Reference DRN3945082
19 Sep 2017 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L’s complaint against Ageas Insurance Limited (“Ageas”) is about a declined buildings insurance claim. She is being assisted in her complaint by her husband, Mr L.backgroundMrs L tried to make a claim in August 2016 for damage to her kitchen caused by leaking wate... (2 pages)View decision -
Decision Reference DRN0764001
8 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs L complains that British Gas Services Limited (“BGS”): failed to provide assistance under her home emergency policy when she and her husband, who was elderly, frail, disabled, and just out of hospital were going to be without heating for over two weeks in the win... (3 pages)View decision -
Decision Reference DRN-2434046
16 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2434046 The complaint Mr and Mrs B complain about the service they received from British Gas Insurance Limited (BG) under their home emergency policy. What happened Mr and Mrs B had a policy with BG that covered their heating system for breakdowns, repairs and included an annual servi... (4 pages)View decision -
Decision Reference DRN-2446473
19 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2446473 The complaint Mr M complains that British Gas Insurance Limited (BG) misdiagnosed issues with his boiler which resulted in him carrying out unnecessary work, under his home emergency policy. What happened Mr M contacted BG as he was experiencing problems with his boiler. BG sen... (3 pages)View decision -
Decision Reference DRN-2276382
13 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2276382 The complaint Mrs W has complained that when British Gas Insurance Limited (BG) undertook a repair under her HomeCare policy, it caused damage to her flooring. What happened The details of this complaint are known to both parties so I won’t repeat them again here. Instead I’ll ... (2 pages)View decision -
Decision Reference DRN5969948
9 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms and Mr G complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.background Ms and Mr G reported a problem with their central heating. They later complained to BG about the service they’d received.BG... (2 pages)View decision -
Decision Reference DRN7098198
19 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited (BG) failed to honour the terms and conditions of the home emergency policy he took out with it, provided misleading information to sell him the policy, and generally provided a poor level of service and complaint ha... (3 pages)View decision -
Decision Reference DRN-4203025
23 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4203025 The complaint Mr B is unhappy British Gas Insurance Limited charged a £99 excess for a repair made to his boiler under a boiler care policy. What happened The full details of the complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on... (2 pages)View decision