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 DRN8716114
16 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C complains about poor customer service by British Gas Insurance Limited (“BGI”) when she called on it under her home emergency insurance policy to attend to a leaking boiler. background I issued a provisional decision on this complaint on 22 February 2019, a copy ... (4 pages)View decision -
Decision Reference DRN3884518
20 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that when she called on British Gas Insurance Limited (“BGI”) under her home emergency insurance policy, it failed promptly to find the source of a water leak from an upstairs bathroom, which resulted in damage to her property. She is represented in ... (5 pages)View decision -
Decision Reference DRN-3718259
7 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3718259 The complaint Mr M is unhappy with the handling and settlement of his home emergency claim under his British Gas Insurance Limited’s Homecare policy. What happened Mr M made a claim due to a leak in a property that he rents out to tenants. Not only was Mr M’s property damaged b... (3 pages)View decision -
Decision Reference DRN-2176228
9 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2176228 The complaint Mr H has complained about the poor service his wife Ms H received from British Gas Insurance Limited (BG) when she contacted it to amend a direct debit. What happened The details of this complaint are well known to both parties. Mr H says Ms H was on hold to BG fo... (2 pages)View decision -
Decision Reference DRN0229121
29 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S and Mr Y complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.backgroundMr S and Mr Y complained to BG about this matter. And, being unhappy with its response, they complained to this service.... (4 pages)View decision -
Decision Reference DRN-2074209
27 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2074209 The complaint Mr B complains that British Gas Insurance Limited (BG) has failed to adequately repair or replace his boiler following multiple breakdowns, under his home emergency insurance policy. What happened In September 2017, BG carried out a repair on Mr B’s boiler followi... (3 pages)View decision -
Decision Reference DRN-3640220
10 Aug 2022 British Gas Insurance Limited UpheldInsuranceDRN-3640220 The complaint Mrs M complains that British Gas Insurance Limited (BG) completed and charged her for an unnecessary power flush after she claimed under her policy for a fault with her central heating. Mrs M had a HomeCare Four policy with BG, which provided her with home emergen... (4 pages)View decision -
Decision Reference DRN0871987
23 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr M complained to BG about this matter. BG offered to return the premiums Mr M had paid under his policy and to pay him £65 compensatio... (5 pages)View decision -
Decision Reference DRN6932812
29 Aug 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains about poor service by British Gas Insurance Limited (“BGI”) under his home emergency insurance policy.backgroundMr D has had a home emergency policy with BGI for over 20 years. As well as emergency cover, the policy includes an annual service of his gas ... (3 pages)View decision -
Decision Reference DRN9433471
3 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss G complains about how British Gas Insurance Limited (BG) dealt with her Homecare insurance claim.backgroundIn January 2019 Miss G contacted BG as her radiators and hot water weren’t working properly. BG’s contracted engineers attended several times and Miss G was told... (2 pages)View decision