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 2169 results
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Decision Reference DRN5042620
12 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (BG) won’t repair his boiler under his contract with them.I’ve previously issued a provisional decision in this case. In response to this, I’ve received further information from both Mr S and BG which I’ve taken into ... (5 pages)View decision -
Decision Reference DRN-4083303
21 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4083303 The complaint Mr I is unhappy that British Gas Insurance Limited (BG) charged him a policy excess for work he considered an extension of some earlier work. What happened Mr I had home emergency insurance underwritten by BG. He claimed under the policy after experiencing leaks f... (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 DRN2645936
12 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“BGI”) only told tenants at two of his properties about defects it found in his heating systems, and didn’t notify him directly. When the defects later caused damage to a heating system, BGI wouldn’t repair this under... (2 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 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 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 DRN-1895351
5 Jun 2020 British Gas Insurance Limited UpheldInsuranceDRN-1895351 The complaintMs R is unhappy with British Gas Insurance Limited (BG) as it declined to pay for a new boiler which she had claimed for under her home emergency policy. What happenedIn December 2017 Ms R contacted BG to make a claim as her boiler had broken down. An engineer was ... (4 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
