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 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 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 -
Decision Reference DRN6760923
26 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M complains about British Gas Insurance Limited’s (BG) handling of her claim under her Landlord’s HomeCare policy, and its refusal to meet her costs in repairing a leak.backgroundMiss M said her neighbour below the flat she lets reported that a leak was coming through her ceiling. Mis... (2 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 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 DRN9968141
1 Dec 2015 British Gas New Heating Limited Not upheldBanking and creditMs P complains that British Gas New Heating Limited misrepresented the terms of an arrangement to buy a new boiler and set up a loan on those terms without her agreement. backgroundIn 2013 Ms P was visited by a representative from British Gas New Heating to discuss i... (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 -
Decision Reference DRN1446113
31 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains about the service he received from British Gas Insurance Limited under his appliance care insurance policy.background Mr W complained to BG about the service he’d received in relation to a fault with his washer/dryer.BG offered Mr W £100 compensation. ... (2 pages)View decision -
Decision Reference DRN2406037
15 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.background Mr and Mrs B complained to BG about the service they’d received in relation to a water leak in their home.BG offered Mr and... (2 pages)View decision -
Decision Reference DRN3506317
22 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that he was mis-sold his home emergency insurance policy with British Gas Insurance Limited. backgroundMr R complained to BG that he’d been mis-sold his policy for the year from May 2015 to May 2016. And, being unhappy with its response, he complained... (2 pages)View decision
