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-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 DRN1478202
28 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss S complains about poor service she received from British Gas Insurance Limited (BGI) under her home emergency insurance policy.backgroundMiss S paid for a home emergency policy from BGI for a number of years. As part of this she was entitled to receive an annual... (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 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 -
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 DRN4989854
14 Nov 2017 British Gas Insurance Limited Not 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 this matter. BG acknowledged the service Miss L had received wasn’t satisfactory and it offered her £250 co... (2 pages)View decision -
Decision Reference DRN9534652
23 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs V complains about British Gas Insurance Limited’s (BG) service under her home care policy.background Mrs V had problems with her washing machine, cooker grill and boiler pipe around the same time and called BG to repair the items under her policy. She said that BG; ... (2 pages)View decision -
Decision Reference DRN9616737
24 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBG attended Mr S’s rental property to deal with a problem relating to a blocked drain.Mr S later complained to BG about the service he’d ... (2 pages)View decision -
Decision Reference DRN-2051215
6 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2051215 The complaint Mr F complains that British Gas Insurance Limited (BG) is responsible for poor service in connection with a home emergency insurance policy. What happened In January 2019 Mr F called BG as there was an issue with his consumer unit. He was advised by them to change... (3 pages)View decision -
Decision Reference DRN-1609941
24 Jun 2020 British Gas Services Limited UpheldInsuranceDRN-1609941 The complaintMrs A is unhappy that British Gas Services Limited (BG) wasn’t available for an appointment until two weeks after she reported a problem with her boiler. Because of this, she thinks BG mis-sold the home emergency policy. What happenedMrs A had HomeCare Two emergenc... (3 pages)View decision
