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
-
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 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 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 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 DRN-3081950
3 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3081950 The complaint Mr R complains on his and his daughter’s behalf that when British Gas Insurance Limited (BG) serviced Ms R’s boiler its engineer left it an unsafe state. He also complains about the delays in fixing the issue and that BG’s engineers weren’t qualified to carry out ... (4 pages)View decision -
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 DRN5360216
7 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains about the service she received from British Gas Insurance Limited under her appliance care insurance policy.backgroundMiss C phoned BG in April 2017 to report a problem with her washing machine. She later complained to BG about the service she’d receiv... (2 pages)View decision -
Decision Reference DRN-2074209
27 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2074209 The complaint Mr B complains that British Gas Insurance Limited (BG) has failed to adequately repair or replace his boiler following multiple breakdowns, under his home emergency insurance policy. What happened In September 2017, BG carried out a repair on Mr B’s boiler followi... (3 pages)View decision -
Decision Reference DRN0229121
29 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S and Mr Y complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.backgroundMr S and Mr Y complained to BG about this matter. And, being unhappy with its response, they complained to this service.... (4 pages)View decision
