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 DRN9917606
25 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G1 has complained about the way British Gas Insurance Limited (BG) dealt with a claim she made on her home emergency policy. Ms G1 has complained to us through her daughter, Ms G2, but for ease I will refer to Ms G2’s comments as Ms G1’s. All references to BG... (3 pages)View decision -
Decision Reference DRN6536495
28 Mar 2019 UIA (Insurance) Limited Not upheldInsurance (excluding PPI)Mr M complains that UIA (Insurance) Limited gave poor service under the home emergency section of his home insurance policy.backgroundMr M had a boiler installed in about May 2010 . It had a burner/ heat exchanger assembly with an attached fan. The fan was bolted or sc... (4 pages)View decision -
Decision Reference DRN-4302396
2 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4302396 The complaint The estate of Mrs S complains about Mrs S’s homecare policy with British Gas Insurance Limited (BG). Mrs S’s son and daughter (joint executors) have brought the complaint on behalf of their mother’s estate. In my decision I’ve referred variously to ‘Mrs S’, ‘Mrs S... (3 pages)View decision -
Decision Reference DRN5132482
15 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains about poor customer service by British Gas Insurance Limited (“BGI”) after he called on it under his home emergency insurance policy when he had a gas leak at his house.backgroundI issued a provisional decision on this complaint on 19 September 2019, a copy of which is attac... (6 pages)View decision -
Decision Reference DRN-1995790
9 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1995790 The complaint Mr P is unhappy that an annual service under his “HomeCare Four” policy, underwritten by British Gas Insurance Limited (“BG”), was rescheduled. What happened In January 2020 an appointment was booked for BG to service Mr P’s boiler as part of his BG HomeCare cover... (3 pages)View decision -
Decision Reference DRN6641195
19 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr N complains about what British Gas Insurance Limited (“BGI”) did when he called on it under his home emergency insurance policy to repair a leak.backgroundMr N had a home emergency policy with BGI. Mr N had tenants living in the property. They discovered water comi... (3 pages)View decision -
Decision Reference DRN8226671
31 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs J complains that a long delay in repairing her boiler caused by British Gas Insurance Limited (“BGI”) has caused water damage in her home.background Mrs J had a HomeCare Two boiler insurance policy with BGI. She said that around four years ago, she noticed a leak ... (3 pages)View decision -
Decision Reference DRN1141370
7 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about how British Gas Insurance Limited (BG) dealt with his HomeCare policy.My references to BG include its agents.backgroundMr H’s policy gives cover for ‘boiler, controls and central heating cover including an annual service, plus repairs to plumbi... (3 pages)View decision -
Decision Reference DRN-3235502
19 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3235502 The complaint Mr K complains that British Gas Insurance Limited (BG) failed to unblock a shower drain despite multiple visits under his home emergency policy. He wants his own contractor’s invoice reimbursed and compensation for the inconvenience. What happened Mr K has a landl... (3 pages)View decision -
Decision Reference DRN-4537597
4 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4537597 The complaint A has complained about the service provided by British Gas Insurance Limited (BG) in relation to two rental properties he had insured with BG. What happened On 31 January 2023, A took out HomeCare Central Heating Cover with BG to cover a number of properties. His ... (4 pages)View decision
