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 2202 results
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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 DRN2705069
6 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about the length of time it took British Gas Insurance Limited (“BGI”) to attend an emergency at his home.backgroundMr C said that he had a problem with his boiler during a particularly cold snap in March 2018.He said this left him with no hot water or ... (2 pages)View decision -
Decision Reference DRN8297826
5 Jul 2017 British Gas Services 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 reported a problem with his heating boiler. He later complained to BG about the service he’d received. BG rejected Mr L’s complaint... (2 pages)View decision -
Decision Reference DRN3506317
22 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that he was mis-sold his home emergency insurance policy with British Gas Insurance Limited. backgroundMr R complained to BG that he’d been mis-sold his policy for the year from May 2015 to May 2016. And, being unhappy with its response, he complained... (2 pages)View decision -
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 DRN2406037
15 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.background Mr and Mrs B complained to BG about the service they’d received in relation to a water leak in their home.BG offered Mr and... (2 pages)View decision -
Decision Reference DRN1446113
31 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains about the service he received from British Gas Insurance Limited under his appliance care insurance policy.background Mr W complained to BG about the service he’d received in relation to a fault with his washer/dryer.BG offered Mr W £100 compensation. ... (2 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 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
