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
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Decision Reference DRN6770935
4 Jul 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G has complained that British Gas Insurance Limited (BG) isn’t agreeing to reimburse him what he had to pay to other contractors to resolve a heating problem that BG couldn’t resolve under his home emergency policy.I’ve considered the relevant information about Mr G... (5 pages)View decision -
Decision Reference DRN-3557629
23 Jun 2022 British Gas Insurance Limited UpheldInsuranceDRN-3557629 The complaint Mr U complains that British Gas Insurance Limited (BG) hasn’t maintained his heating system causing it to break down, despite having paid for a power flush and having home emergency cover with it. What happened Mr U has HomeCare 4 with BG, which provides insurance... (4 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 -
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 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 DRN3206005
20 Dec 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs K complain that on every service visit under their home emergency insurance policy between August 2009 and 2017, British Gas Services Limited (“BGS”) failed to notice a fault with their central heating boiler, which meant they had an inadequate hot water s... (3 pages)View decision
