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-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 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 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 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 DRN9433471
3 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss G complains about how British Gas Insurance Limited (BG) dealt with her Homecare insurance claim.backgroundIn January 2019 Miss G contacted BG as her radiators and hot water weren’t working properly. BG’s contracted engineers attended several times and Miss G was told... (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 DRN7613794
21 Feb 2020 British Gas Services Limited UpheldInsurance (excluding PPI)E, a charity, complains about the service provided by British Gas Services Limited (“BGS”) under a gas service contract. The charity is represented in this complaint by Ms W, a trustee. backgroundIn April 2019, Ms W told BGS via a “live chat” that the charity wished to go paperless. Very s... (3 pages)View decision -
Decision Reference DRN-3718259
7 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3718259 The complaint Mr M is unhappy with the handling and settlement of his home emergency claim under his British Gas Insurance Limited’s Homecare policy. What happened Mr M made a claim due to a leak in a property that he rents out to tenants. Not only was Mr M’s property damaged b... (3 pages)View decision -
Decision Reference DRN8716114
16 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C complains about poor customer service by British Gas Insurance Limited (“BGI”) when she called on it under her home emergency insurance policy to attend to a leaking boiler. background I issued a provisional decision on this complaint on 22 February 2019, a copy ... (4 pages)View decision -
Decision Reference DRN3884518
20 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that when she called on British Gas Insurance Limited (“BGI”) under her home emergency insurance policy, it failed promptly to find the source of a water leak from an upstairs bathroom, which resulted in damage to her property. She is represented in ... (5 pages)View decision
