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 DRN7496330
1 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr C complained to BG about this matter. And, being unhappy with its response, he complained to this service.Our investigator thought Mr ... (2 pages)View decision -
Decision Reference DRN6794255
18 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBG attended Mr B’s home to service his central heating boiler and the engineer advised him that the system needed a power flush.Mr B later... (2 pages)View decision -
Decision Reference DRN2097266
5 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs K complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs K reported a problem with her heating boiler. BG attended and it took a week and four appointments before the boiler was fixed.Mrs K co... (2 pages)View decision -
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 DRN4081909
4 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B complain about how British Gas Insurance Limited (BG) dealt with the damage it caused when doing a service under their home care insurance policy.My references to BG include its agents which include the professional cleaning contractor. backgroundIn mid March... (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 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 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
