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 2255 results
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Decision Reference DRN4020803
20 Jul 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs F complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs F complained to BG about the service she’d received from it in relation to her gas hob being condemned and requiring replacement.Mrs ... (2 pages)View decision -
Decision Reference DRN6230943
18 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms L isn’t happy about British Gas Insurance Limited (BG). She had a number of problems following the installation of a new boiler.background Ms L had a new boiler fitted in June 2015. She received a free BG Homecare200 home emergency policy. Ms L’s electrical supply st... (2 pages)View decision -
Decision Reference DRN1478202
28 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss S complains about poor service she received from British Gas Insurance Limited (BGI) under her home emergency insurance policy.backgroundMiss S paid for a home emergency policy from BGI for a number of years. As part of this she was entitled to receive an annual... (2 pages)View decision -
Decision Reference DRN3212766
11 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains about the service he’s received from British Gas Insurance Limited (“BG”) under his central heating plan.backgroundMr K has a policy with BG for the maintenance of his boiler and central heating system. This includes an annual boiler service.For many years... (2 pages)View decision -
Decision Reference DRN0370173
5 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms A complains about how British Gas Insurance Limited (BG) dealt with her heating system fault under her home care insurance policy. She’s also unhappy with how BG dealt with her complaint.Ms A will see that this decision is about a different part of British Gas... (4 pages)View decision -
Decision Reference DRN7003558
11 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J has complained that British Gas Insurance Limited (BG) advised her that a powerflush was needed to fix a problem with her boiler, when in fact a powerflush didn’t solve the problem. I’ve previously issued a provisional decision in respect of this complaint. Neit... (4 pages)View decision -
Decision Reference DRN4989854
14 Nov 2017 British Gas Insurance Limited Not 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 this matter. BG acknowledged the service Miss L had received wasn’t satisfactory and it offered her £250 co... (2 pages)View decision -
Decision Reference DRN9616737
24 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBG attended Mr S’s rental property to deal with a problem relating to a blocked drain.Mr S later complained to BG about the service he’d ... (2 pages)View decision -
Decision Reference DRN5360216
7 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains about the service she received from British Gas Insurance Limited under her appliance care insurance policy.backgroundMiss C phoned BG in April 2017 to report a problem with her washing machine. She later complained to BG about the service she’d receiv... (2 pages)View decision -
Decision Reference DRN8660013
31 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs E complained to BG about this matter. And, being unhappy with its response, she complained to this service.Our investigator thought Mr... (2 pages)View decision