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 DRN2504284
9 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the way he was advised by British Gas Services Limited (“BGS”) regarding his central heating system, which was insured under a home emergency insurance policy by BGS.backgroundMr H had a BGS policy for his central heating system. A BGS engineer at... (2 pages)View decision -
Decision Reference DRN6602654
7 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H complains about the way he was advised by British Gas Services Limited (“BGS”) regarding his central heating system, which was insured under a home emergency insurance policy by BGS.backgroundMr H had a BGS policy for his central heating system. A BGS engineer at... (2 pages)View decision -
Decision Reference DRN7068649
1 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited (“BGI”) wouldn’t repair a leaking pipe which prevented his central heating boiler from working, when he called on BGI under his home emergency insurance policy.backgroundOn 29 January 2018 Mr M took out a home emergenc... (2 pages)View decision -
Decision Reference DRN9851815
8 Nov 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R complains that British Gas Insurance Limited (“BGI”) won’t make a contribution under her home emergency insurance policy towards the cost of emergency repairs which she asked a third party to carry out.backgroundAt 6.00 pm on a Friday evening at the end of the Ch... (2 pages)View decision -
Decision Reference DRN-2055879
10 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2055879 The complaint Mr D is unhappy that British Gas Insurance Limited (BG) failed to repair his boiler over the course of a year. What happened Mr D had a HomeCare Four boiler policy with BG. He had already raised a complaint with BG about its failure to repair his boiler and that m... (3 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 -
Decision Reference DRN8865583
2 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss B complains that British Gas Insurance Limited (“BGI”) cancelled her home emergency insurance policy without justification.backgroundMiss B has had a home emergency policy with BGI for many years. In October 2018, she thought the thermostat controlling the under... (2 pages)View decision -
Decision Reference DRN5769117
31 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss W complains that faulty work carried out by British Gas Insurance Limited (“BGI”) under her home emergency insurance policy resulted in her dishwasher catching fire and extensive damage to her kitchen, for which BGI hasn’t properly compensated her.backgroundMiss W ha... (2 pages)View decision -
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-2189574
21 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2189574The complaintMr G has complained that British Gas Insurance Limited (BG) didn’t repair a leak at hisproperty in a timely manner and that this caused further damage. He also complains that BGdidn’t respond to correspondence in a timely manner.I’ve previously issued a provisional ... (4 pages)View decision
