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 DRN6794255
18 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBG attended Mr B’s home to service his central heating boiler and the engineer advised him that the system needed a power flush.Mr B later... (2 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 -
Decision Reference DRN3376331
4 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr P complained to BG about it missing an appointment relating to a problem he was experiencing with his heating system.BG acknowledged Mr P h... (2 pages)View decision -
Decision Reference DRN6835967
6 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“BGI”) did not properly carry out a service of his central heating boiler under his home emergency insurance policy, and as a result, it suffered damage. backgroundBGI serviced Mr A’s boiler in August 2013. He says tha... (2 pages)View decision -
Decision Reference DRN2509737
22 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains about British Gas Insurance Limited’s (BG) service under his Home Care insurance policy. My references to BG include its agents.backgroundOn 2 October 2017 Mr P contacted BG online saying his radiator valves weren’t working and asking if they could be re... (2 pages)View decision -
Decision Reference DRN-3357170
16 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3357170 The complaint Mrs S and Mr S complain about British Gas Services Limited trading as British Gas (BGS) and service they received under their home insurance policy. What happened Mrs S and Mr S held a home insurance policy provided by BGS. As part of this policy, BGS serviced Mrs... (4 pages)View decision -
Decision Reference DRN2864227
7 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited damaged the boiler at his rental property, causing it to need replacing.backgroundMr C complained to BG about this matter. And, being unhappy with its response, he complained to this service.Our adjudicator thought Mr ... (2 pages)View decision -
Decision Reference DRN4419168
16 Apr 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R complains about British Gas Insurance Limited’s (BG) work under her homecare insurance policy. My references to BG include its agents.My decision is against a different part of British Gas’ business to that mentioned by our investigator in his correspondence wi... (2 pages)View decision -
Decision Reference DRN-2124794
6 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2124794 The complaint Y is unhappy the service received from British Gas Insurance Limited and its agents under a home emergency policy. I’ll refer only to BG rather than its agents or representatives throughout this decision. What happened Y paid out for a new boiler but was still hav... (2 pages)View decision