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 2255 results
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Decision Reference DRN-2822736
5 Jul 2021 British Gas Insurance Limited UpheldInsuranceDRN-2822736 The complaint Mr R complained that the customer service he received was sub-standard under his home care / emergency policy with British Gas Insurance Limited (BG). What happened As part of Mr R’s home emergency policy, he was entitled to an annual boiler service. Mr R said he’... (2 pages)View decision -
Decision Reference DRN-3081950
3 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3081950 The complaint Mr R complains on his and his daughter’s behalf that when British Gas Insurance Limited (BG) serviced Ms R’s boiler its engineer left it an unsafe state. He also complains about the delays in fixing the issue and that BG’s engineers weren’t qualified to carry out ... (4 pages)View decision -
Decision Reference DRN1239469
5 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains about British Gas Insurance Limited’s (BG) service under her Home Care insurance policy and that it handled her complaint about the claim poorly.Mrs M will see that my decision is about her as a sole complainant, rather than a joint complainant with h... (3 pages)View decision -
Decision Reference DRN8297826
5 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr L reported a problem with his heating boiler. He later complained to BG about the service he’d received. BG rejected Mr L’s complaint... (2 pages)View decision -
Decision Reference DRN6760923
26 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M complains about British Gas Insurance Limited’s (BG) handling of her claim under her Landlord’s HomeCare policy, and its refusal to meet her costs in repairing a leak.backgroundMiss M said her neighbour below the flat she lets reported that a leak was coming through her ceiling. Mis... (2 pages)View decision -
Decision Reference DRN-2056203
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2056203 The complaint Mr W complains that British Gas Insurance Limited (BG) repeatedly failed to identify the cause of a water leak and advised him to make unnecessary repairs to his shower that weren’t covered by the policy. Mr W said BG increased his premium at renewal due to the nu... (5 pages)View decision -
Decision Reference DRN1446113
31 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains about the service he received from British Gas Insurance Limited under his appliance care insurance policy.background Mr W complained to BG about the service he’d received in relation to a fault with his washer/dryer.BG offered Mr W £100 compensation. ... (2 pages)View decision -
Decision Reference DRN2406037
15 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.background Mr and Mrs B complained to BG about the service they’d received in relation to a water leak in their home.BG offered Mr and... (2 pages)View decision -
Decision Reference DRN3506317
22 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that he was mis-sold his home emergency insurance policy with British Gas Insurance Limited. backgroundMr R complained to BG that he’d been mis-sold his policy for the year from May 2015 to May 2016. And, being unhappy with its response, he complained... (2 pages)View decision -
Decision Reference DRN7466522
20 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMiss L complained to BG about the consequences of its failed attempts to repair the pipework to her toilet. BG agreed to pay the policy... (2 pages)View decision