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 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 DRN2693423
7 Feb 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms D complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.Ms D is represented in this complaint by her son, Mr D.backgroundMs D complained to BG about this matter. And, being unhappy with its response, s... (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 -
Decision Reference DRN-4307595
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4307595 The complaint Mr V complains British Gas Insurance Limited (“BG”) hasn’t met its obligations under his Homecare home emergency policy. What happened BG is the underwriter of this policy, i.e. it’s the insurer. Part of this complaint concerns the actions of its agents for which ... (2 pages)View decision -
Decision Reference DRN-3218504
4 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3218504 The complaint Mr R complains about the poor service he received from British Gas Insurance Limited (BG), following a claim under his home emergency policy. What happened Mr R contacted BG as his boiler was leaking. It told him that an engineer would attend the same day. No eng... (3 pages)View decision -
Decision Reference DRN2164968
14 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs D complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs D complained to BG about this matter. And, being unhappy with its response, she complained to this service.Our investigator thoug... (2 pages)View decision -
Decision Reference DRN3912630
25 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about the way British Gas Insurance Limited (“BGI”) responded under his home emergency insurance policy, when he asked for help with a water leak.background In January 2017 Mr C phoned BGI because he thought he had two water leaks, one in his central heati... (2 pages)View decision -
Decision Reference DRN-3266382
18 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3266382 The complaint Mr A has complained about the service he received from British Gas Insurance Limited (BG) under his HomeCare policy when he had a problem with low water pressure in his heating system. What happened In 2008 Mr A had a new boiler installed. He says that from around... (3 pages)View decision -
Decision Reference DRN5967679
8 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms A complains about a poor response by British Gas Insurance Limited (“BGI”) when she called on it under her home emergency insurance policy after her central heating boiler broke down.backgroundAt 6.00 am on 1 March 2018, Ms A found that her central heating boiler h... (2 pages)View decision -
Decision Reference DRN4597536
11 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms T complains about British Gas Insurance Limited’s (BG) service under her Homecare insurance policy. My references to BG include its agents.backgroundMs T’s boiler broke shortly after its annual inspection. It broke down intermittently leaving her without heating or hot water. Ms T told ... (2 pages)View decision
