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
-
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 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 -
Decision Reference DRN6932812
29 Aug 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains about poor service by British Gas Insurance Limited (“BGI”) under his home emergency insurance policy.backgroundMr D has had a home emergency policy with BGI for over 20 years. As well as emergency cover, the policy includes an annual service of his gas ... (3 pages)View decision -
Decision Reference DRN-3744502
8 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3744502 The complaint Mrs K complains that British Gas Insurance Limited (BG) provided poor service when she claimed under her HomeCare policy for a bathroom leak and allowed more damage to occur. What happened Mrs K held a home emergency insurance policy with BG. On 8 August 2020 she ... (2 pages)View decision -
Decision Reference DRN9433471
3 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss G complains about how British Gas Insurance Limited (BG) dealt with her Homecare insurance claim.backgroundIn January 2019 Miss G contacted BG as her radiators and hot water weren’t working properly. BG’s contracted engineers attended several times and Miss G was told... (2 pages)View decision -
Decision Reference DRN0871987
23 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr M complained to BG about this matter. BG offered to return the premiums Mr M had paid under his policy and to pay him £65 compensatio... (5 pages)View decision -
Decision Reference DRN-4083689
5 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4083689 The complaint Miss P complains about the way British Gas Insurance Limited [“BG”] handled a claim she made on her HomeCare home emergency insurance policy. What happened The background to this complaint is well known to the parties, so I’ve included a summary here. Miss P has ... (3 pages)View decision -
Decision Reference DRN-2822603
28 Jun 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2822603 The complaint Mr and Mrs S complained that their repair was delayed under their home emergency policy with British Gas Insurance Limited (BG). What happened Mr and Mrs S said they contacted BG, informing it their boiler had broken down and they had no heating or hot water. They... (2 pages)View decision -
Decision Reference DRN-2822928
6 Aug 2021 British Gas Services Limited Not upheldInsuranceDRN-2822928 The complaint Mr B is complaining about the service provided by British Gas Services Limited (BG) under a boiler service contract. What happened In 2018 Mr B bought “Homecare” insurance through British Gas. The policy was renewed twice over the following years. Under the terms ... (3 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