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-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 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-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 DRN3899960
13 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about the quality of repairs done by British Gas Insurance Limited (“BGI”) under his home emergency policy.backgroundMr C told us that he asked BGI to repair a leaking pipe underneath the floor in his toilet, in December 2017. But he said that when BG... (4 pages)View decision -
Decision Reference DRN-3882900
5 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3882900 The complaint Mr and Mrs R complains that British Gas Insurance Limited (BG) failed to provide an adequate service under their HomeCare policy and gave them very poor customer service. What happened I set out the background to the complaint within my provisional decision and al... (4 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 -
Decision Reference DRN-3133792
3 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3133792 The complaint Mr W complains that British Gas Insurance Limited (BG) unfairly declined a claim he made on a home emergency insurance policy. What happened Mr W holds a home emergency insurance policy with BG. There was an issue with the drains at the property and BG appointed r... (2 pages)View decision -
Decision Reference DRN8190884
25 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss B complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMiss B complained to BG about this matter. And, being unhappy with its response, she complained to this service.Our investigator though... (2 pages)View decision -
Decision Reference DRN0584053
7 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J have complained about the way that British Gas Insurance Limited has dealt with a claim under their home emergency insurance policy.backgroundMr and Mrs J had a Homecare Agreement from British Gas Services (BGS) which covered their domestic boiler. They had... (2 pages)View decision -
Decision Reference DRN-2679774
12 Mar 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2679774 The complaint Mr S is unhappy with the service British Gas Insurance Limited (BG) provided when he claimed under his policy for a faulty boiler. What happened Mr S had HomeCare Four home emergency cover with BG for a property he lets. He reported a boiler fault caused by poor p... (6 pages)View decision
