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 2270 results
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Decision Reference DRN-2446473
19 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2446473 The complaint Mr M complains that British Gas Insurance Limited (BG) misdiagnosed issues with his boiler which resulted in him carrying out unnecessary work, under his home emergency policy. What happened Mr M contacted BG as he was experiencing problems with his boiler. BG sen... (3 pages)View decision -
Decision Reference DRN5969948
9 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms and Mr G complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.background Ms and Mr G reported a problem with their central heating. They later complained to BG about the service they’d received.BG... (2 pages)View decision -
Decision Reference DRN-4203025
23 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4203025 The complaint Mr B is unhappy British Gas Insurance Limited charged a £99 excess for a repair made to his boiler under a boiler care policy. What happened The full details of the complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on... (2 pages)View decision -
Decision Reference DRN7098198
19 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited (BG) failed to honour the terms and conditions of the home emergency policy he took out with it, provided misleading information to sell him the policy, and generally provided a poor level of service and complaint ha... (3 pages)View decision -
Decision Reference DRN-4088815
3 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4088815 The complaint Mr R complains about the poor service he received from British Gas Insurance Limited (BG) following a claim under his home emergency policy. What happened Mr R noticed a leak at the front of the house. He contacted BG who sent an engineer. The engineer told Mr R t... (3 pages)View decision -
Decision Reference DRN-3259408
17 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3259408 The complaint Mr R complains about the poor level of customer service he received from British Gas Insurance Limited (BG), under his home emergency policy. What happened Mr R had a home emergency policy from BG which provided an annual service, as well as covered for boiler is... (3 pages)View decision -
Decision Reference DRN-4117397
30 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4117397 The complaint Mr M complains about British Gas Insurance Limited’s (BG) poor service, under his home emergency policy. What happened Mr M held a BG boiler and heating policy. In March 2022, BG completed repairs and noted that there was sludge in the system. In September 2022, a... (3 pages)View decision -
Decision Reference DRN-3862153
17 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3862153 The complaint Mr & Mrs H are unhappy that British Gas Insurance Limited hadn’t complied with legal requirements regarding the electrics linked to their boiler and that British Gas serviced the equipment for several years and never resolved the problem, leaving them in dange... (3 pages)View decision -
Decision Reference DRN0281570
18 Aug 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G complains about the poor service she’s received from British Gas Insurance Limited (BG) under her Home Care policybackgroundMrs G’s policy insures her for broken kitchen appliances and she had problems with her fridge-freezer and oven. She told BG her fridge-freez... (2 pages)View decision -
Decision Reference DRN2801000
29 May 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs W complains about British Gas Services Limited’s (BG) service under her home care insurance policy. My references to BG include its agents.backgroundMrs W’s boiler was serviced by BG in October 2016. She is on BG’s priority services register due to her personal c... (2 pages)View decision