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 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 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 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-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 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-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 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 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
