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
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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-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 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 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-3744502
8 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3744502 The complaint Mrs K complains that British Gas Insurance Limited (BG) provided poor service when she claimed under her HomeCare policy for a bathroom leak and allowed more damage to occur. What happened Mrs K held a home emergency insurance policy with BG. On 8 August 2020 she ... (2 pages)View decision -
Decision Reference DRN6230943
18 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms L isn’t happy about British Gas Insurance Limited (BG). She had a number of problems following the installation of a new boiler.background Ms L had a new boiler fitted in June 2015. She received a free BG Homecare200 home emergency policy. Ms L’s electrical supply st... (2 pages)View decision -
Decision Reference DRN3212766
11 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains about the service he’s received from British Gas Insurance Limited (“BG”) under his central heating plan.backgroundMr K has a policy with BG for the maintenance of his boiler and central heating system. This includes an annual boiler service.For many years... (2 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 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 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
