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
-
Decision Reference DRN7466522
20 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMiss L complained to BG about the consequences of its failed attempts to repair the pipework to her toilet. BG agreed to pay the policy... (2 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 DRN6924144
26 Sep 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs and Mr F complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.background Mrs and Mr F reported a water pressure issue with their heating system. BG attended and repaired a leaking radiator.Later th... (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 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 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-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 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-2074209
27 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2074209 The complaint Mr B complains that British Gas Insurance Limited (BG) has failed to adequately repair or replace his boiler following multiple breakdowns, under his home emergency insurance policy. What happened In September 2017, BG carried out a repair on Mr B’s boiler followi... (3 pages)View decision -
Decision Reference DRN0229121
29 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S and Mr Y complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.backgroundMr S and Mr Y complained to BG about this matter. And, being unhappy with its response, they complained to this service.... (4 pages)View decision
