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 2270 results
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Decision Reference DRN-2376116
19 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2376116 The complaint Mr V complains that British Gas Insurance Limited (BG) didn’t repair his blocked drain after reporting a blockage on three occasions. What happened Mr V had a home emergency policy with BG which covered him for repairs to plumbing and drains. The details of this c... (2 pages)View decision -
Decision Reference DRN9387010
11 Dec 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms M has complained about the service she received from British Gas Insurance Limited (“BG”) following a problem identified during an annual gas inspection.backgroundMs M had an annual contract with BG. In March 2015 she had an annual gas inspection of her heating system... (2 pages)View decision -
Decision Reference DRN-2425550
9 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2425550 The complaint Miss P complains that British Gas Insurance Limited (“BGI”) downgraded the level of cover on her home emergency insurance policy without telling her what it was going to do, and paid a partial refund for this into her business instead of her private account. What ... (2 pages)View decision -
Decision Reference DRN9878595
10 Oct 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs B are unhappy with British Gas Services Limited in connection with their landlord protection policy its provides.backgroundThere was a leak and BG went out to trace its source and fix it. The plumber that attended though said water was getting through grouti... (2 pages)View decision -
Decision Reference DRN-1949016
4 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1949016The complaintMr B has complained that British Gas Insurance Limited (BG) advised him that his boiler needed to be replaced when it was in fact capable of being repaired. What happenedMr B had a Homecare policy with BG for many years covering a rental property. At a routine gas s... (2 pages)View decision -
Decision Reference DRN-3697804
22 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3697804 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (BGIL) under his boiler insurance policy and the sale of the policy on their behalf by British Gas Services Limited (BGSL). What happened Mr M took out a plan with BGIL in November 202... (5 pages)View decision -
Decision Reference DRN2249987
25 Jun 2013 British Gas Services Limited Not upheldBanking and creditMr C complains that he was not told the length or applicable interest rate of a hire-purchase agreement he entered into with British Gas Services Limited in order to buy a new boiler. He says the cost of the interest is greater than the savings generated by the boiler and he would have p... (1 page)View decision -
Decision Reference DRN4933699
8 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited (“BGI”): failed on a number of occasions to properly repair his central heating boiler when he called on BGI under his home emergency insurance policy; and caused water leaks and damage to his property and possessions.backgroundI issued a... (4 pages)View decision -
Decision Reference DRN7257553
23 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss E complains that British Gas Insurance Limited misled her into buying a new boiler under her home emergency insurance policy.backgroundMiss E complained about this matter to BG.BG rejected Miss E’s complaint but there were delays in its response, so it paid Mis... (4 pages)View decision -
Decision Reference DRN7789634
15 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T, on behalf of L Limited, complains that British Gas Insurance Limited won’t pay for a replacement boiler at a property L Limited owns.backgroundL Limited has a HomeCare insurance policy with British Gas Insurance Limited (BG) to cover a tenanted property which it o... (4 pages)View decision