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 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 -
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-3625813
1 Aug 2022 British Gas Insurance Limited UpheldInsuranceDRN-3625813 The complaint Mr L complains about British Gas Insurance Limited (BG) who declined to carry out any further work under his home emergency policy. What happened Mr L held a BG home emergency policy for over 30 years. In May 2021, Mr L booked to have an annual service. In prepara... (4 pages)View decision -
Decision Reference DRN2325230
29 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about the way British Gas Insurance Limited (BG) dealt with claims he made under his home emergency insurance policy and also about its service.backgroundMr C says he’s had problems with the condensate pipe for his boiler freezing on various occasions sin... (4 pages)View decision -
Decision Reference DRN5699851
6 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C complains that after British Gas Insurance Limited (“BGI”) repaired a radiator valve under her home emergency insurance policy her house water supply became noisy. BGI refused to rectify this and has now cancelled her insurance policy and an associated 5 year boiler repair warranty.b... (4 pages)View decision -
Decision Reference DRN-2454799
31 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2454799 The complaint Mr S has complained that British Gas Insurance Limited (BG) damaged his boiler when undertaking a first service after he’d taken out a HomeCare policy with it and he had to pay another engineer to fix it. I’ve previously issued a provisional decision in this case.... (4 pages)View decision -
Decision Reference DRN7682204
3 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited wrongly cancelled his home emergency insurance policy.backgroundMr S complained to BG about this matter. And, being unhappy with its response, he complained to this service.Our investigator thought Mr S’s complaint shouldn... (2 pages)View decision -
Decision Reference DRN-4070268
11 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4070268 The complaint Mr H is unhappy that British Gas Insurance Limited won’t pay for water damage he said was caused by its engineer. This is a home emergency policy. What happened Mr H called out BG to deal with a water leak claim that was coming through the ceiling. Mr H said the a... (3 pages)View decision -
Decision Reference DRN8121792
1 May 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited (“BGI”) won’t service his two central heating boilers under home emergency policies he entered into with BGI in November 2017.backgroundMr K has a large house. Because of its size, two gas domestic boilers, connected t... (2 pages)View decision -
Decision Reference DRN-2442014
2 Mar 2021 British Gas Insurance Limited UpheldInsuranceDRN-2442014 The complaint Mr M complained that British Gas Insurance Limited (BG) had taken payment from him by a direct debit he disputes that he set up for a HomeCare insurance policy. He’s now complained that BG hasn’t paid him the compensation BG agreed to pay him for this What happene... (2 pages)View decision
