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 2202 results
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Decision Reference DRN-5240277
6 Jan 2025 British Gas Insurance Limited UpheldInsuranceDRN-5240277 The complaint Mr C complains about how British Gas Insurance Limited (“BG”) handled a claim for a leaking immersion tank under his boiler repair insurance policy. When I mention BG I also mean its contractors and assessors. What happened Mr C had an insurance policy with BG ... (4 pages)View decision -
Decision Reference DRN5794686
6 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr B complained to BG about a number of aspects of the service he’d received from it.BG acknowledged the service Mr B received hadn’t been ... (2 pages)View decision -
Decision Reference DRN5042620
12 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (BG) won’t repair his boiler under his contract with them.I’ve previously issued a provisional decision in this case. In response to this, I’ve received further information from both Mr S and BG which I’ve taken into ... (5 pages)View decision -
Decision Reference DRN4910458
9 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited (“BGI”) won’t repair a combined doorbell and intercom fitting at his house under his home emergency insurance policy.backgroundIn January 2017, Mr M phoned BGI and asked for an engineer to come and repair his combined door... (3 pages)View decision -
Decision Reference DRN8103918
22 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited (BGI) and its agents: dealt poorly with a claim she made under her home emergency insurance policy when she had a leak from her toilet cistern, and won’t compensate her properly for the extra damage this caused.She... (3 pages)View decision -
Decision Reference DRN7485804
24 Oct 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains about poor service by British Gas Insurance Limited (“BGI”) in relation to his home emergency insurance policy, and in particular that when it cancelled a service visit he had booked it didn’t phone or text him, but relied on a letter it says it sent ... (2 pages)View decision -
Decision Reference DRN-4083303
21 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4083303 The complaint Mr I is unhappy that British Gas Insurance Limited (BG) charged him a policy excess for work he considered an extension of some earlier work. What happened Mr I had home emergency insurance underwritten by BG. He claimed under the policy after experiencing leaks f... (3 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 DRN-3122794
22 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3122794 The complaint Mr F is unhappy with the service British Gas Insurance Limited (BG) provided when he claimed under his home emergency policy for an electrical fault. What happened Mr F reported an electrical fault with his power shower switch to BG. The earliest appointment it co... (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
