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 DRN9534652
23 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs V complains about British Gas Insurance Limited’s (BG) service under her home care policy.background Mrs V had problems with her washing machine, cooker grill and boiler pipe around the same time and called BG to repair the items under her policy. She said that BG; ... (2 pages)View decision -
Decision Reference DRN8589780
24 Jul 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Ms C complains that British Gas Services Limited (BG) damaged her ceiling when carrying out repairs under her Home Care cover. backgroundMs C called BG to replace a socket. She said after two visits the job wasn’t done properly and she’s been left with two holes in he... (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 -
Decision Reference DRN-3625813
1 Aug 2022 British Gas Insurance Limited UpheldInsuranceDRN-3625813 The complaint Mr L complains about British Gas Insurance Limited (BG) who declined to carry out any further work under his home emergency policy. What happened Mr L held a BG home emergency policy for over 30 years. In May 2021, Mr L booked to have an annual service. In prepara... (4 pages)View decision -
Decision Reference DRN-4378788
2 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4378788 The complaint Mr C complains that British Gas Insurance Limited (BG) poor service, under his home emergency policy. What happened Mr C contacted BG and booked in an annual service. On the day of the service, Mr C said that he had to travel to the property (a 240 miles round tri... (3 pages)View decision -
Decision Reference DRN-2043486
8 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2043486 The complaint Mr A complains that British Gas Insurance Limited (“BGIL”)” failed to attend an appointment he had arranged with it under his home emergency insurance contract; and offered an amount of compensation for its failure which he thinks is inadequate. What happened Mr... (2 pages)View decision -
Decision Reference DRN2325230
29 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about the way British Gas Insurance Limited (BG) dealt with claims he made under his home emergency insurance policy and also about its service.backgroundMr C says he’s had problems with the condensate pipe for his boiler freezing on various occasions sin... (4 pages)View decision -
Decision Reference DRN5699851
6 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C complains that after British Gas Insurance Limited (“BGI”) repaired a radiator valve under her home emergency insurance policy her house water supply became noisy. BGI refused to rectify this and has now cancelled her insurance policy and an associated 5 year boiler repair warranty.b... (4 pages)View decision -
Decision Reference DRN-1609941
24 Jun 2020 British Gas Services Limited UpheldInsuranceDRN-1609941 The complaintMrs A is unhappy that British Gas Services Limited (BG) wasn’t available for an appointment until two weeks after she reported a problem with her boiler. Because of this, she thinks BG mis-sold the home emergency policy. What happenedMrs A had HomeCare Two emergenc... (3 pages)View decision -
Decision Reference DRN-2051215
6 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2051215 The complaint Mr F complains that British Gas Insurance Limited (BG) is responsible for poor service in connection with a home emergency insurance policy. What happened In January 2019 Mr F called BG as there was an issue with his consumer unit. He was advised by them to change... (3 pages)View decision