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
-
Decision Reference DRN4437693
27 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that:1.a gas central heating boiler maintained by British Gas Insurance Limited (“BGI”) under a home emergency insurance policy is faulty so that he is without heating and hot water; and2.a smart gas meter which was fitted without his consent caused hi... (2 pages)View decision -
Decision Reference DRN5540078
24 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited (“BGI”) failed to cancel his home emergency insurance policy before its renewal date when he instructed it in writing to do so.backgroundMr R had a home emergency insurance policy with BGI which covered his central heating boiler and system... (3 pages)View decision -
Decision Reference DRN-2258997
6 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2258997 The complaint Mr and Mrs F are unhappy that British Gas Insurance Limited (BG) has breached the terms of the contract regarding their home emergency policy. It should be noted that the insurer in this complaint is British Gas Insurance Limited, who is the business who underwrit... (3 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 DRN4081909
4 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B complain about how British Gas Insurance Limited (BG) dealt with the damage it caused when doing a service under their home care insurance policy.My references to BG include its agents which include the professional cleaning contractor. backgroundIn mid March... (2 pages)View decision -
Decision Reference DRN7682204
3 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited wrongly cancelled his home emergency insurance policy.backgroundMr S complained to BG about this matter. And, being unhappy with its response, he complained to this service.Our investigator thought Mr S’s complaint shouldn... (2 pages)View decision -
Decision Reference DRN4656895
13 Jul 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Services Limited (“BGS”) will not meet the cost of replacing his gas fire after a gas leak was found. He says this should have been discovered during his annual service under his home service policy.backgroundMr C had an annual service ... (2 pages)View decision -
Decision Reference DRN8121792
1 May 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited (“BGI”) won’t service his two central heating boilers under home emergency policies he entered into with BGI in November 2017.backgroundMr K has a large house. Because of its size, two gas domestic boilers, connected t... (2 pages)View decision -
Decision Reference DRN-3266382
18 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3266382 The complaint Mr A has complained about the service he received from British Gas Insurance Limited (BG) under his HomeCare policy when he had a problem with low water pressure in his heating system. What happened In 2008 Mr A had a new boiler installed. He says that from around... (3 pages)View decision -
Decision Reference DRN-2442014
2 Mar 2021 British Gas Insurance Limited UpheldInsuranceDRN-2442014 The complaint Mr M complained that British Gas Insurance Limited (BG) had taken payment from him by a direct debit he disputes that he set up for a HomeCare insurance policy. He’s now complained that BG hasn’t paid him the compensation BG agreed to pay him for this What happene... (2 pages)View decision