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 2168 results
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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 -
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 DRN-3357170
16 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3357170 The complaint Mrs S and Mr S complain about British Gas Services Limited trading as British Gas (BGS) and service they received under their home insurance policy. What happened Mrs S and Mr S held a home insurance policy provided by BGS. As part of this policy, BGS serviced Mrs... (4 pages)View decision -
Decision Reference DRN0866663
8 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L had a home emergency insurance policy with British Gas Insurance Limited (“BGI”). She complains that in the course of servicing her central heating boiler under the policy, its engineer caused the boiler chassis to crack. As a result the boiler was condemned an... (2 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 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 DRN1432243
28 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited (BG), when repairing a gas leak in her home, caused a further leak.backgroundMrs L is an elderly lady. When an ambulance team arrived at her home to take her to hospital, they noticed a smell of gas. They report... (2 pages)View decision -
Decision Reference DRN3996257
24 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains about poor service provided by British Gas Insurance Limited (“BGI”) when he called on it under his home emergency insurance policy after his central heating stopped working.backgroundMr K had a home emergency policy underwritten by BGI. On the afternoo... (2 pages)View decision -
Decision Reference DRN1829211
19 Jul 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that British Gas Insurance Limited (“BGI”) wrongly diagnosed a fault with his central heating system when he claimed under his home emergency insurance policy. As a result he replaced his combination boiler when it wasn’t necessary to do so.backgroundMr ... (2 pages)View decision
