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
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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 DRN5967679
8 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms A complains about a poor response by British Gas Insurance Limited (“BGI”) when she called on it under her home emergency insurance policy after her central heating boiler broke down.backgroundAt 6.00 am on 1 March 2018, Ms A found that her central heating boiler h... (2 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 DRN4597536
11 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms T complains about British Gas Insurance Limited’s (BG) service under her Homecare insurance policy. My references to BG include its agents.backgroundMs T’s boiler broke shortly after its annual inspection. It broke down intermittently leaving her without heating or hot water. Ms T told ... (2 pages)View decision -
Decision Reference DRN-2679774
12 Mar 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2679774 The complaint Mr S is unhappy with the service British Gas Insurance Limited (BG) provided when he claimed under his policy for a faulty boiler. What happened Mr S had HomeCare Four home emergency cover with BG for a property he lets. He reported a boiler fault caused by poor p... (6 pages)View decision -
Decision Reference DRN0584053
7 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J have complained about the way that British Gas Insurance Limited has dealt with a claim under their home emergency insurance policy.backgroundMr and Mrs J had a Homecare Agreement from British Gas Services (BGS) which covered their domestic boiler. They had... (2 pages)View decision -
Decision Reference DRN8190884
25 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss B complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMiss B complained to BG about this matter. And, being unhappy with its response, she complained to this service.Our investigator though... (2 pages)View decision -
Decision Reference DRN-3133792
3 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3133792 The complaint Mr W complains that British Gas Insurance Limited (BG) unfairly declined a claim he made on a home emergency insurance policy. What happened Mr W holds a home emergency insurance policy with BG. There was an issue with the drains at the property and BG appointed r... (2 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 DRN-3882900
5 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3882900 The complaint Mr and Mrs R complains that British Gas Insurance Limited (BG) failed to provide an adequate service under their HomeCare policy and gave them very poor customer service. What happened I set out the background to the complaint within my provisional decision and al... (4 pages)View decision