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
-
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 DRN4419168
16 Apr 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R complains about British Gas Insurance Limited’s (BG) work under her homecare insurance policy. My references to BG include its agents.My decision is against a different part of British Gas’ business to that mentioned by our investigator in his correspondence wi... (2 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 DRN8589780
24 Jul 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Ms C complains that British Gas Services Limited (BG) damaged her ceiling when carrying out repairs under her Home Care cover. backgroundMs C called BG to replace a socket. She said after two visits the job wasn’t done properly and she’s been left with two holes in he... (2 pages)View decision -
Decision Reference DRN8660013
31 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs E complained to BG about this matter. And, being unhappy with its response, she complained to this service.Our investigator thought Mr... (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 DRN-2043486
8 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2043486 The complaint Mr A complains that British Gas Insurance Limited (“BGIL”)” failed to attend an appointment he had arranged with it under his home emergency insurance contract; and offered an amount of compensation for its failure which he thinks is inadequate. What happened Mr... (2 pages)View decision -
Decision Reference DRN0370173
5 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms A complains about how British Gas Insurance Limited (BG) dealt with her heating system fault under her home care insurance policy. She’s also unhappy with how BG dealt with her complaint.Ms A will see that this decision is about a different part of British Gas... (4 pages)View decision -
Decision Reference DRN-4378788
2 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4378788 The complaint Mr C complains that British Gas Insurance Limited (BG) poor service, under his home emergency policy. What happened Mr C contacted BG and booked in an annual service. On the day of the service, Mr C said that he had to travel to the property (a 240 miles round tri... (3 pages)View decision -
Decision Reference DRN6478373
7 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains about the level of compensation offered by British Gas Insurance Limited (the business). He says it’s insufficient in the circumstances.backgroundIn a response dated 30 September 2018, the business offered Mr D the following redress: £150 for not having ... (3 pages)View decision
