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-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 -
Decision Reference DRN7543947
23 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited (BG) breached the conditions of his home emergency policy because it didn’t identify damage to his boiler. This has led to the boiler being condemned (declared unsafe) by another provider. All references to BG include ... (3 pages)View decision -
Decision Reference DRN0871987
23 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr M complained to BG about this matter. BG offered to return the premiums Mr M had paid under his policy and to pay him £65 compensatio... (5 pages)View decision -
Decision Reference DRN-2275984
21 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-2275984 The complaint Mr K complains that British Gas Insurance Limited (BG) incorrectly charged him for work completed, followed by payment demands. What happened Mr K had HomeCare Two home emergency cover with BG, including boiler and central heating cover. BG replaced Mr K’s boiler ... (3 pages)View decision -
Decision Reference DRN6932812
29 Aug 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains about poor service by British Gas Insurance Limited (“BGI”) under his home emergency insurance policy.backgroundMr D has had a home emergency policy with BGI for over 20 years. As well as emergency cover, the policy includes an annual service of his gas ... (3 pages)View decision -
Decision Reference DRN4072642
10 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr T complains about the service he received from British Gas Services Limited (“BGSL”) under his HomeCare policy.background Mr T had a new boiler installed by British Gas in May 2014. This came with a free HomeCare policy covering the period 20 May 2014 to 19 Ma... (3 pages)View decision -
Decision Reference DRN1478202
28 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss S complains about poor service she received from British Gas Insurance Limited (BGI) under her home emergency insurance policy.backgroundMiss S paid for a home emergency policy from BGI for a number of years. As part of this she was entitled to receive an annual... (2 pages)View decision -
Decision Reference DRN-2822928
6 Aug 2021 British Gas Services Limited Not upheldInsuranceDRN-2822928 The complaint Mr B is complaining about the service provided by British Gas Services Limited (BG) under a boiler service contract. What happened In 2018 Mr B bought “Homecare” insurance through British Gas. The policy was renewed twice over the following years. Under the terms ... (3 pages)View decision
