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 2270 results
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Decision Reference DRN7543947
23 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited (BG) breached the conditions of his home emergency policy because it didn’t identify damage to his boiler. This has led to the boiler being condemned (declared unsafe) by another provider. All references to BG include ... (3 pages)View decision -
Decision Reference DRN3884518
20 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that when she called on British Gas Insurance Limited (“BGI”) under her home emergency insurance policy, it failed promptly to find the source of a water leak from an upstairs bathroom, which resulted in damage to her property. She is represented in ... (5 pages)View decision -
Decision Reference DRN-3718259
7 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3718259 The complaint Mr M is unhappy with the handling and settlement of his home emergency claim under his British Gas Insurance Limited’s Homecare policy. What happened Mr M made a claim due to a leak in a property that he rents out to tenants. Not only was Mr M’s property damaged b... (3 pages)View decision -
Decision Reference DRN8716114
16 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C complains about poor customer service by British Gas Insurance Limited (“BGI”) when she called on it under her home emergency insurance policy to attend to a leaking boiler. background I issued a provisional decision on this complaint on 22 February 2019, a copy ... (4 pages)View decision -
Decision Reference DRN8297826
5 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr L reported a problem with his heating boiler. He later complained to BG about the service he’d received. BG rejected Mr L’s complaint... (2 pages)View decision -
Decision Reference DRN3506317
22 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that he was mis-sold his home emergency insurance policy with British Gas Insurance Limited. backgroundMr R complained to BG that he’d been mis-sold his policy for the year from May 2015 to May 2016. And, being unhappy with its response, he complained... (2 pages)View decision -
Decision Reference DRN1446113
31 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains about the service he received from British Gas Insurance Limited under his appliance care insurance policy.background Mr W complained to BG about the service he’d received in relation to a fault with his washer/dryer.BG offered Mr W £100 compensation. ... (2 pages)View decision -
Decision Reference DRN7466522
20 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMiss L complained to BG about the consequences of its failed attempts to repair the pipework to her toilet. BG agreed to pay the policy... (2 pages)View decision -
Decision Reference DRN2406037
15 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.background Mr and Mrs B complained to BG about the service they’d received in relation to a water leak in their home.BG offered Mr and... (2 pages)View decision -
Decision Reference DRN4072642
10 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr T complains about the service he received from British Gas Services Limited (“BGSL”) under his HomeCare policy.background Mr T had a new boiler installed by British Gas in May 2014. This came with a free HomeCare policy covering the period 20 May 2014 to 19 Ma... (3 pages)View decision