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 2202 results
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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 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 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 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 DRN7682204
3 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited wrongly cancelled his home emergency insurance policy.backgroundMr S complained to BG about this matter. And, being unhappy with its response, he complained to this service.Our investigator thought Mr S’s complaint shouldn... (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 DRN8121792
1 May 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited (“BGI”) won’t service his two central heating boilers under home emergency policies he entered into with BGI in November 2017.backgroundMr K has a large house. Because of its size, two gas domestic boilers, connected t... (2 pages)View decision -
Decision Reference DRN4000254
11 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms P complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.background Ms P had a home emergency insurance policy with BG. She called them when the toilet in her downstairs shower room wouldn’t flush. BG sen... (2 pages)View decision -
Decision Reference DRN-2442014
2 Mar 2021 British Gas Insurance Limited UpheldInsuranceDRN-2442014 The complaint Mr M complained that British Gas Insurance Limited (BG) had taken payment from him by a direct debit he disputes that he set up for a HomeCare insurance policy. He’s now complained that BG hasn’t paid him the compensation BG agreed to pay him for this What happene... (2 pages)View decision -
Decision Reference DRN4656895
13 Jul 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Services Limited (“BGS”) will not meet the cost of replacing his gas fire after a gas leak was found. He says this should have been discovered during his annual service under his home service policy.backgroundMr C had an annual service ... (2 pages)View decision
