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 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 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 -
Decision Reference DRN-2822603
28 Jun 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2822603 The complaint Mr and Mrs S complained that their repair was delayed under their home emergency policy with British Gas Insurance Limited (BG). What happened Mr and Mrs S said they contacted BG, informing it their boiler had broken down and they had no heating or hot water. They... (2 pages)View decision -
Decision Reference DRN-4083689
5 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4083689 The complaint Miss P complains about the way British Gas Insurance Limited [“BG”] handled a claim she made on her HomeCare home emergency insurance policy. What happened The background to this complaint is well known to the parties, so I’ve included a summary here. Miss P has ... (3 pages)View decision -
Decision Reference DRN6906571
7 Feb 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr L complained to BG about this matter. And, being unhappy with its response, he complained to this service.Our investigator thought Mr L’... (2 pages)View decision -
Decision Reference DRN3148698
9 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about poor service by British Gas Insurance Limited (BGI) under his home emergency insurance policy. In particular, he says an electrical socket was left uncovered after a visit by its engineer. He is represented in bringing this complaint by his daughter, ... (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 DRN6082395
8 Dec 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains that British Gas Insurance Limited (BG) mishandled her claim on a HomeCare policy. backgroundMrs H had a water leak in her garden and BG sent an engineer to investigate. But it declined to do a repair because the leak was on a shared section of the water supply pipe. The... (2 pages)View decision -
Decision Reference DRN4020803
20 Jul 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs F complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs F complained to BG about the service she’d received from it in relation to her gas hob being condemned and requiring replacement.Mrs ... (2 pages)View decision -
Decision Reference DRN-2970439
11 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2970439 The complaint Ms P complains about British Gas Insurance Limited’s (BG) failure to tell her about discounts available on her home emergency policy. What happened Ms P received her renewal notice in respect of her home emergency policy. She was unhappy about the level of increa... (4 pages)View decision
