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-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 -
Decision Reference DRN7103133
9 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that after she called on British Gas Insurance Limited (“BGI”) under her home emergency insurance policy, its agents provided poor service in respect of a water stop tap culminating in its leaking and flooding her kitchen.backgroundSince 2013, Mrs G ha... (2 pages)View decision -
Decision Reference DRN-3352349
22 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3352349 The complaint Ms C is unhappy about British Gas Insurance Limited’s handling and settlement of her claim under her Homecare home emergency policy. What happened Ms C was having problems with her boiler system and BG sent out a contractor to resolve this. But, after the visit a ... (2 pages)View decision -
Decision Reference DRN3883533
7 Jul 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T complains about the water damage British Gas Insurance Limited caused to his kitchen under his home emergency insurance policy.backgroundBG attended Mr T’s home to carry out an annual boiler service on 9 January 2017.Mr T noticed a water leak on 14 January.BG ack... (2 pages)View decision -
Decision Reference DRN-2336794
16 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2336794 The complaint Mr P is unhappy that his property was damaged by an escape of water after British Gas Insurance Limited (BG) attended to a repair. What happened Mr P had Landlord’s home emergency cover with BG. He booked an appointment for BG to attend to a hot water fault. Afte... (3 pages)View decision -
Decision Reference DRN-3302350
2 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3302350 The complaint Mr G complains about British Gas Insurance Limited’s handling of a claim under his home insurance policy. What happened Mr G had a “HomeCare 4” policy with British Gas Insurance Limited (BG). This provided an annual service and insurance cover for his boiler, cont... (3 pages)View decision -
Decision Reference DRN6980476
2 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs H is unhappy with the way British Gas Services Limited (BG) handled her insurance claim.background Mrs H has a home emergency insurance policy with BG. In early 2018 she noticed a bad smell coming from the drain in her kitchen and asked BG to investigate the issue and repair what was c... (2 pages)View decision -
Decision Reference DRN0585416
20 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains that British Gas Insurance Limited (“BGI”) fitted the wrong valve in her central heating system when she called on it under her home emergency insurance policy. The result was that it failed causing extensive water damage to her house.backgroundMrs H has ... (2 pages)View decision -
Decision Reference DRN4927830
6 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about how British Gas Insurance Limited (BG) dealt with his HomeCare insurance policy claim. My references to BG include its agents.backgroundOn 16 August 2018 Mr H found a stain on his landing ceiling and called BG to make a claim for an emergency plumb... (2 pages)View decision -
Decision Reference DRN6029624
21 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr G complained to BG about this matter.BG offered Mr G £200 compensation. Mr G thought the compensation should be much higher, so he compl... (2 pages)View decision
