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 DRN-2124794
6 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2124794 The complaint Y is unhappy the service received from British Gas Insurance Limited and its agents under a home emergency policy. I’ll refer only to BG rather than its agents or representatives throughout this decision. What happened Y paid out for a new boiler but was still hav... (2 pages)View decision -
Decision Reference DRN4989854
14 Nov 2017 British Gas Insurance Limited Not 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 this matter. BG acknowledged the service Miss L had received wasn’t satisfactory and it offered her £250 co... (2 pages)View decision -
Decision Reference DRN9616737
24 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBG attended Mr S’s rental property to deal with a problem relating to a blocked drain.Mr S later complained to BG about the service he’d ... (2 pages)View decision -
Decision Reference DRN4437693
27 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that:1.a gas central heating boiler maintained by British Gas Insurance Limited (“BGI”) under a home emergency insurance policy is faulty so that he is without heating and hot water; and2.a smart gas meter which was fitted without his consent caused hi... (2 pages)View decision -
Decision Reference DRN7003558
11 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J has complained that British Gas Insurance Limited (BG) advised her that a powerflush was needed to fix a problem with her boiler, when in fact a powerflush didn’t solve the problem. I’ve previously issued a provisional decision in respect of this complaint. Neit... (4 pages)View decision -
Decision Reference DRN-4098912
22 Jun 2023 British Gas Services Limited Not upheldInsuranceDRN-4098912 The complaint Mr S complains about the amount British Gas Services Limited (BGSL) has paid him after he cancelled his Homecare cover with them. What happened Mr S had a HomeCare policy with BGSL that ran annually from 30 October to 29 October each year. Mr S was told his policy... (3 pages)View decision -
Decision Reference DRN9534652
23 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs V complains about British Gas Insurance Limited’s (BG) service under her home care policy.background Mrs V had problems with her washing machine, cooker grill and boiler pipe around the same time and called BG to repair the items under her policy. She said that BG; ... (2 pages)View decision -
Decision Reference DRN-2258997
6 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2258997 The complaint Mr and Mrs F are unhappy that British Gas Insurance Limited (BG) has breached the terms of the contract regarding their home emergency policy. It should be noted that the insurer in this complaint is British Gas Insurance Limited, who is the business who underwrit... (3 pages)View decision -
Decision Reference DRN5540078
24 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited (“BGI”) failed to cancel his home emergency insurance policy before its renewal date when he instructed it in writing to do so.backgroundMr R had a home emergency insurance policy with BGI which covered his central heating boiler and system... (3 pages)View decision -
Decision Reference DRN-4070268
11 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4070268 The complaint Mr H is unhappy that British Gas Insurance Limited won’t pay for water damage he said was caused by its engineer. This is a home emergency policy. What happened Mr H called out BG to deal with a water leak claim that was coming through the ceiling. Mr H said the a... (3 pages)View decision
