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 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-3223839
13 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3223839 The complaint Mr V is unhappy with the settlement British Gas Insurance Limited (BG) offered for the replacement pipes and labour costs after he experienced blocked drains. What happened Mr V had Home Emergency cover with BG. This service upheld an earlier complaint about the w... (3 pages)View decision -
Decision Reference DRN2095316
26 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss R complains that British Gas Insurance Limited won’t refund the premiums she paid for her Homecare insurance policy.Miss R will note that the business I’ve made my decision about has a slightly different name to the business our investigator referred to. British G... (2 pages)View decision -
Decision Reference DRN5391358
11 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited (“BGI”) mistakenly arranged for an engineer to visit and enter his home under his home emergency insurance policy, when his elderly mother was there alone, which caused distress to him and his mother.backgroundMr D lived in the downstairs p... (2 pages)View decision -
Decision Reference DRN7100948
28 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T complains about British Gas Insurance Limited’s (BG) service under her HomeCare insurance policy. My references to BG include its agents.background Mrs T’s HomeCare policy with BG covers selected kitchen appliances for repair. In 2018 Mrs T called BG as her fridge... (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 DRN5330433
31 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited (“BGI”) failed to trace and rectify a leak in her central heating system when she called on it under her home emergency insurance policy. As a result she had to employ her own contractors at considerable expense to d... (3 pages)View decision -
Decision Reference DRN-4213307
30 Jun 2023 British Gas Services Limited Not upheldInsuranceDRN-4213307 The complaint Mr C complains that British Gas Services Limited (BG) sold him an appliance insurance policy without knowing whether parts were available for any repairs he might need. What happened In 2011, Mr C bought HomeCare Four boiler cover underwritten by British Gas Insur... (4 pages)View decision -
Decision Reference DRN4984088
14 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr N complains about the service he received from British Gas Insurance Limited (BG) under his home emergency insurance policy.backgroundMr N says BG carried out an annual service of his boiler on 16 November 2016 and he was given an ‘all clear’ certificate for it. He ... (5 pages)View decision
