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 2202 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-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 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 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 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 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 DRN5576796
18 Dec 2014 British Gas New Heating Limited Not upheldBanking and creditMr C says that British Gas New Heating Limited mis-sold him a loan agreement.backgroundIn March 2013, Mr C was at his friend’s house when his friend was told that she needed a new boiler. He says the sales representative told his friend she was unable to get finance and would need a guar... (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
