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 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 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 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 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 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-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 DRN0866663
8 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L had a home emergency insurance policy with British Gas Insurance Limited (“BGI”). She complains that in the course of servicing her central heating boiler under the policy, its engineer caused the boiler chassis to crack. As a result the boiler was condemned an... (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 DRN2693423
7 Feb 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms D complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.Ms D is represented in this complaint by her son, Mr D.backgroundMs D complained to BG about this matter. And, being unhappy with its response, s... (2 pages)View decision -
Decision Reference DRN1432243
28 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited (BG), when repairing a gas leak in her home, caused a further leak.backgroundMrs L is an elderly lady. When an ambulance team arrived at her home to take her to hospital, they noticed a smell of gas. They report... (2 pages)View decision