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 2270 results
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Decision Reference DRN1781467
13 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (“BGI”) failed to respond promptly when he made a claim under the insurance policy provided when he bought a new gas boiler. backgroundIn July 2015, Mr S bought a new gas central heating boiler. Included in the purcha... (2 pages)View decision -
Decision Reference DRN8012872
28 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D’s complains that British Gas Insurance Limited (“BG”) didn’t make a ‘shared pipework’ exclusion clear enough when his ‘Home Care Cover Plan’ was renewed.backgroundThis complaint was originally part of Mr D’s complaint about the sale of the ‘Plumbing and Drains’ ext... (2 pages)View decision -
Decision Reference DRN-4301735
15 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4301735 The complaint Mr A complains about the excesses charged by British Gas Insurance Limited (BGIL) under his HomeCare policy for repairs, as he thinks the problems ought to have been picked up at his annual service. He also thinks BGIL failed to inform him of a fault with his boil... (2 pages)View decision -
Decision Reference DRN6618150
7 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O complains about British Gas Insurance Limited’s (BG) service under his homecare insurance policy. My references to BG include its agents.backgroundMr O contacted BG as he’d noticed his boiler was losing pressure. Several BG engineers visited his property on separate o... (3 pages)View decision -
Decision Reference DRN6096149
12 Sep 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs I complains about British Gas Insurance Limited (I’ll refer to as BG) – she says that BG failed to carry out an annual service over several years and as a result the boiler needs to be replaced. She thinks BG has failed to comply with the terms of her HomeCare 200 policy.Mrs I is repre... (3 pages)View decision -
Decision Reference DRN-5247013
9 Jan 2025 British Gas Services Limited Not upheldInsuranceDRN-5247013 The complaint Mr and Ms N complain British Gas Services Limited (“BGSL”) unfairly allowed their home insurance policy to be cancelled which they say led to them not being covered for a claim. What happened Mr and Ms N had a home insurance policy with an insurer. BGSL was re... (6 pages)View decision -
Decision Reference DRN-5186934
3 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5186934 The complaint Mrs O has complained about the service she received from British Gas Insurance Limited (BG) when she had a problem with her boiler and being charged for a procedure she believes was unnecessary. I previously issued a provisional decision in this case. I receiv... (5 pages)View decision -
Decision Reference DRN6988265
6 Apr 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr L complains that British Gas Insurance Limited (BG) declined his claim under his Home Care insurance policy. My references to BG include its agents.backgroundIn 2017 Mr L contacted BG to report a problem with his electric hot water immersion heater. BG’s engineer ... (2 pages)View decision -
Decision Reference DRN6301713
9 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss T complains about the service she has received from British Gas Insurance Limited (BG). background Miss T has made a number of claims over issues with her boiler over a number of years. Eventually a problem was found with the pipe work, which was not covered by the policy. Miss T fe... (1 page)View decision -
Decision Reference DRN9116023
11 Jan 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs B have complained that British Gas Services Limited (BG) said it wouldn’t undertake a repair under their home insurance policy when they had a leaking pipe.background In February 2017 Mr and Mrs B had a leak from a pipe so contacted BG with whom they’d ha... (2 pages)View decision