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
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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 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-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 DRN4072642
10 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr T complains about the service he received from British Gas Services Limited (“BGSL”) under his HomeCare policy.background Mr T had a new boiler installed by British Gas in May 2014. This came with a free HomeCare policy covering the period 20 May 2014 to 19 Ma... (3 pages)View decision -
Decision Reference DRN6230943
18 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms L isn’t happy about British Gas Insurance Limited (BG). She had a number of problems following the installation of a new boiler.background Ms L had a new boiler fitted in June 2015. She received a free BG Homecare200 home emergency policy. Ms L’s electrical supply st... (2 pages)View decision -
Decision Reference DRN-3744502
8 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3744502 The complaint Mrs K complains that British Gas Insurance Limited (BG) provided poor service when she claimed under her HomeCare policy for a bathroom leak and allowed more damage to occur. What happened Mrs K held a home emergency insurance policy with BG. On 8 August 2020 she ... (2 pages)View decision -
Decision Reference DRN9433471
3 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss G complains about how British Gas Insurance Limited (BG) dealt with her Homecare insurance claim.backgroundIn January 2019 Miss G contacted BG as her radiators and hot water weren’t working properly. BG’s contracted engineers attended several times and Miss G was told... (2 pages)View decision -
Decision Reference DRN3212766
11 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains about the service he’s received from British Gas Insurance Limited (“BG”) under his central heating plan.backgroundMr K has a policy with BG for the maintenance of his boiler and central heating system. This includes an annual boiler service.For many years... (2 pages)View decision
