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 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 DRN2645936
12 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“BGI”) only told tenants at two of his properties about defects it found in his heating systems, and didn’t notify him directly. When the defects later caused damage to a heating system, BGI wouldn’t repair this under... (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 -
Decision Reference DRN-1895351
5 Jun 2020 British Gas Insurance Limited UpheldInsuranceDRN-1895351 The complaintMs R is unhappy with British Gas Insurance Limited (BG) as it declined to pay for a new boiler which she had claimed for under her home emergency policy. What happenedIn December 2017 Ms R contacted BG to make a claim as her boiler had broken down. An engineer was ... (4 pages)View decision -
Decision Reference DRN-1489127
1 May 2020 British Gas Insurance Limited UpheldInsuranceDRN-1489127 The complaintMs T complains that British Gas Insurance Limited (BG) didn’t offer her a repair appointment within a reasonable time and she is dissatisfied with the customer service it provided. What happenedMs T had a HomeCare Two insurance policy with BG which covered her boil... (3 pages)View decision -
Decision Reference DRN-3286317
4 Feb 2022 British Gas Services Limited UpheldInsuranceDRN-3286317 The complaint Mr W complains that British Gas Services Limited (BG) continued to incorrectly send correspondence relating to his HomeCare policy to his ex-wife’s address, despite him telling them the correct address to use. He said this has caused him considerable stress and ha... (3 pages)View decision -
Decision Reference DRN7240344
12 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs L complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.backgroundMr and Mrs L complained to BG that they’d suffered water damage to their home and disruption, stress and cost as a result o... (2 pages)View decision -
Decision Reference DRN-2544399
27 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2544399 The complaint Mr G is unhappy that British Gas Insurance Limited (BG) delayed attending appointments for a boiler service and fault. What happened Mr G had HomeCare Two home emergency insurance, including an annual boiler service, with BG. He booked an appointment for his annua... (4 pages)View decision -
Decision Reference DRN4640806
14 Feb 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B took out a HomeCare policy with British Gas Insurance Limited (BG) on 9 September 2018. He complains about the service he’s received from it following a problem with his hot water supply.backgroundOn 30th December 2018, Mr B suffered a rapid loss of hot water pressure which left him w... (3 pages)View decision
