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 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-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 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 -
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 DRN5699851
6 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C complains that after British Gas Insurance Limited (“BGI”) repaired a radiator valve under her home emergency insurance policy her house water supply became noisy. BGI refused to rectify this and has now cancelled her insurance policy and an associated 5 year boiler repair warranty.b... (4 pages)View decision -
Decision Reference DRN2325230
29 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about the way British Gas Insurance Limited (BG) dealt with claims he made under his home emergency insurance policy and also about its service.backgroundMr C says he’s had problems with the condensate pipe for his boiler freezing on various occasions sin... (4 pages)View decision -
Decision Reference DRN-2454799
31 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2454799 The complaint Mr S has complained that British Gas Insurance Limited (BG) damaged his boiler when undertaking a first service after he’d taken out a HomeCare policy with it and he had to pay another engineer to fix it. I’ve previously issued a provisional decision in this case.... (4 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 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
