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 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 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 -
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 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 DRN-2970439
11 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2970439 The complaint Ms P complains about British Gas Insurance Limited’s (BG) failure to tell her about discounts available on her home emergency policy. What happened Ms P received her renewal notice in respect of her home emergency policy. She was unhappy about the level of increa... (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 DRN6794255
18 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBG attended Mr B’s home to service his central heating boiler and the engineer advised him that the system needed a power flush.Mr B later... (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 DRN2509737
22 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains about British Gas Insurance Limited’s (BG) service under his Home Care insurance policy. My references to BG include its agents.backgroundOn 2 October 2017 Mr P contacted BG online saying his radiator valves weren’t working and asking if they could be re... (2 pages)View decision -
Decision Reference DRN2864227
7 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited damaged the boiler at his rental property, causing it to need replacing.backgroundMr C complained to BG about this matter. And, being unhappy with its response, he complained to this service.Our adjudicator thought Mr ... (2 pages)View decision
