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
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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 -
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 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 DRN4656895
13 Jul 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Services Limited (“BGS”) will not meet the cost of replacing his gas fire after a gas leak was found. He says this should have been discovered during his annual service under his home service policy.backgroundMr C had an annual service ... (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 -
Decision Reference DRN4000254
11 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms P complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.background Ms P had a home emergency insurance policy with BG. She called them when the toilet in her downstairs shower room wouldn’t flush. BG sen... (2 pages)View decision -
Decision Reference DRN3376331
4 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr P complained to BG about it missing an appointment relating to a problem he was experiencing with his heating system.BG acknowledged Mr P h... (2 pages)View decision -
Decision Reference DRN6835967
6 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“BGI”) did not properly carry out a service of his central heating boiler under his home emergency insurance policy, and as a result, it suffered damage. backgroundBGI serviced Mr A’s boiler in August 2013. He says tha... (2 pages)View decision
