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 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 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 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 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 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 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 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 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 -
Decision Reference DRN7003558
11 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J has complained that British Gas Insurance Limited (BG) advised her that a powerflush was needed to fix a problem with her boiler, when in fact a powerflush didn’t solve the problem. I’ve previously issued a provisional decision in respect of this complaint. Neit... (4 pages)View decision
