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 DRN-2064542
6 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-2064542The complaintMr O has complained that damage was caused to his home because of the failure by British Gas Insurance Limited (BG) to identify the cause of a leak. What happenedMr O has a Homecare policy with BG which covers him, amongst other things, for repairs to his boiler. In... (3 pages)View decision -
Decision Reference DRN-3081950
3 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3081950 The complaint Mr R complains on his and his daughter’s behalf that when British Gas Insurance Limited (BG) serviced Ms R’s boiler its engineer left it an unsafe state. He also complains about the delays in fixing the issue and that BG’s engineers weren’t qualified to carry out ... (4 pages)View decision -
Decision Reference DRN-2056203
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2056203 The complaint Mr W complains that British Gas Insurance Limited (BG) repeatedly failed to identify the cause of a water leak and advised him to make unnecessary repairs to his shower that weren’t covered by the policy. Mr W said BG increased his premium at renewal due to the nu... (5 pages)View decision -
Decision Reference DRN2794203
23 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs S complained to BG about this matter. BG offered to pay her £180 compensation for the trouble and upset she’d experienced.Mrs S was ... (4 pages)View decision -
Decision Reference DRN-2225087
21 Dec 2020 British Gas Services Limited UpheldInsuranceDRN-2225087 The complaint Ms M is unhappy that she was left without heating because British Gas Services Limited (BG) failed to diagnose the problem with her boiler. What happened Ms M had a five year warranty for her boiler, which BG installed. She told BG her boiler wasn’t working, and ... (2 pages)View decision -
Decision Reference DRN-2176228
9 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2176228 The complaint Mr H has complained about the poor service his wife Ms H received from British Gas Insurance Limited (BG) when she contacted it to amend a direct debit. What happened The details of this complaint are well known to both parties. Mr H says Ms H was on hold to BG fo... (2 pages)View decision -
Decision Reference DRN4372586
29 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H complain about British Gas Insurance Limited’s (BG) proposed settlement of their Homecare insurance claim. My references to BG include its agents.backgroundMr and Mrs H have a blocked drain at their property. BG accepted the claim and its contracted engine... (2 pages)View decision -
Decision Reference DRN8297826
5 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr L reported a problem with his heating boiler. He later complained to BG about the service he’d received. BG rejected Mr L’s complaint... (2 pages)View decision -
Decision Reference DRN-3855402
4 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3855402 The complaint Mr I complains about the service he received from British Gas Insurance Limited (“BG”) on his HomeCare cover. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my deci... (2 pages)View decision -
Decision Reference DRN2705069
6 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about the length of time it took British Gas Insurance Limited (“BGI”) to attend an emergency at his home.backgroundMr C said that he had a problem with his boiler during a particularly cold snap in March 2018.He said this left him with no hot water or ... (2 pages)View decision
