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 DRN4933699
8 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited (“BGI”): failed on a number of occasions to properly repair his central heating boiler when he called on BGI under his home emergency insurance policy; and caused water leaks and damage to his property and possessions.backgroundI issued a... (4 pages)View decision -
Decision Reference DRN-2928809
18 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2928809 The complaint Mr H has complained about the service he received from British Gas Insurance Limited (BG) under his HomeCare policy following multiple visits by its engineers to rectify a problem with his heating and hot water system. What happened The facts of this complaint are... (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 DRN1454184
21 Dec 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs T complained to BG about this matter. And, being unhappy with its response, she complained to this service.Our adjudicator thought M... (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 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 DRN7257553
23 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss E complains that British Gas Insurance Limited misled her into buying a new boiler under her home emergency insurance policy.backgroundMiss E complained about this matter to BG.BG rejected Miss E’s complaint but there were delays in its response, so it paid Mis... (4 pages)View decision -
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-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 DRN-3337837
17 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3337837 The complaint Mr R complains that BG Insurance Limited (BG) declined a claim under his home emergency policy. He says BG said certain repairs hadn’t been covered by his policy since 2016, but it hadn’t advised him of this. He would like his excess premiums refunded. What happen... (3 pages)View decision
