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 2202 results
-
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 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 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 DRN4597536
11 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms T complains about British Gas Insurance Limited’s (BG) service under her Homecare insurance policy. My references to BG include its agents.backgroundMs T’s boiler broke shortly after its annual inspection. It broke down intermittently leaving her without heating or hot water. Ms T told ... (2 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-3133792
3 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3133792 The complaint Mr W complains that British Gas Insurance Limited (BG) unfairly declined a claim he made on a home emergency insurance policy. What happened Mr W holds a home emergency insurance policy with BG. There was an issue with the drains at the property and BG appointed r... (2 pages)View decision -
Decision Reference DRN8190884
25 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss B complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMiss B complained to BG about this matter. And, being unhappy with its response, she complained to this service.Our investigator though... (2 pages)View decision -
Decision Reference DRN0584053
7 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J have complained about the way that British Gas Insurance Limited has dealt with a claim under their home emergency insurance policy.backgroundMr and Mrs J had a Homecare Agreement from British Gas Services (BGS) which covered their domestic boiler. They had... (2 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 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
