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
-
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 -
Decision Reference DRN3089249
3 Aug 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs V complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs V complained to BG about its handling of a problem with her central heating system. BG offered to give Mrs V a free magnetic system ... (3 pages)View decision -
Decision Reference DRN-4164472
5 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4164472 The complaint Mr R complains about British Gas Insurance Limited’s (‘BG’s’) handling of his HomeCare claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. W... (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 DRN9387010
11 Dec 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms M has complained about the service she received from British Gas Insurance Limited (“BG”) following a problem identified during an annual gas inspection.backgroundMs M had an annual contract with BG. In March 2015 she had an annual gas inspection of her heating system... (2 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 DRN-2804477
27 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2804477 The complaint Mr G complains about British Gas Insurance Limited’s (BG) level of service given during a claim made under his home emergency insurance. What happened Mr G contacted BG to make a claim as there was a leak in a soil pipe at his home. He was told by the advisor tha... (3 pages)View decision -
Decision Reference DRN-2425550
9 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2425550 The complaint Miss P complains that British Gas Insurance Limited (“BGI”) downgraded the level of cover on her home emergency insurance policy without telling her what it was going to do, and paid a partial refund for this into her business instead of her private account. What ... (2 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
