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 2270 results
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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 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 DRN2864227
7 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited damaged the boiler at his rental property, causing it to need replacing.backgroundMr C complained to BG about this matter. And, being unhappy with its response, he complained to this service.Our adjudicator thought Mr ... (2 pages)View decision -
Decision Reference DRN3376331
4 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr P complained to BG about it missing an appointment relating to a problem he was experiencing with his heating system.BG acknowledged Mr P h... (2 pages)View decision -
Decision Reference DRN6835967
6 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“BGI”) did not properly carry out a service of his central heating boiler under his home emergency insurance policy, and as a result, it suffered damage. backgroundBGI serviced Mr A’s boiler in August 2013. He says tha... (2 pages)View decision -
Decision Reference DRN4000254
11 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms P complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.background Ms P had a home emergency insurance policy with BG. She called them when the toilet in her downstairs shower room wouldn’t flush. BG sen... (2 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 -
Decision Reference DRN-2124794
6 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2124794 The complaint Y is unhappy the service received from British Gas Insurance Limited and its agents under a home emergency policy. I’ll refer only to BG rather than its agents or representatives throughout this decision. What happened Y paid out for a new boiler but was still hav... (2 pages)View decision -
Decision Reference DRN-4098912
22 Jun 2023 British Gas Services Limited Not upheldInsuranceDRN-4098912 The complaint Mr S complains about the amount British Gas Services Limited (BGSL) has paid him after he cancelled his Homecare cover with them. What happened Mr S had a HomeCare policy with BGSL that ran annually from 30 October to 29 October each year. Mr S was told his policy... (3 pages)View decision -
Decision Reference DRN7496330
1 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr C complained to BG about this matter. And, being unhappy with its response, he complained to this service.Our investigator thought Mr ... (2 pages)View decision