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 DRN-2661564
10 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2661564 The here complaint Ms S has complained about damage caused by a powerflush that British Gas Insurance Limited (BG) advised her to have following a leak. What happened Throughout 2019 Ms S had problems with her heating system. On 3 December 2019 a leak occurred from the loft int... (4 pages)View decision -
Decision Reference DRN-2458378
23 Dec 2020 British Gas Services Limited UpheldInsuranceDRN-2458378 The complaint Mrs H is unhappy that British Gas Services Limited (BG) missed scheduled appointments for her annual boiler service. What happened Mrs H had HomeCare Four home emergency cover with BG, which included an annual boiler service. She took out the cover to extend the t... (4 pages)View decision -
Decision Reference DRN-4072366
21 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4072366 The complaint Ms D complains that British Gas Insurance Limited (BG) increased her home emergency premium unfairly because she’d been a long-term customer. What happened Ms D had home emergency cover with BG for 13 years. In 2022, after finding cheaper policies online with othe... (6 pages)View decision -
Decision Reference DRN-1844390
19 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1844390The complaintMr S and Mrs S are unhappy that their clothes were damaged because British Gas Services Limited (BG) delayed attending to a washing machine fault. What happenedMr S and Mrs S had Homecare Four Kitchen Appliance cover with BG. The policy is jointly held but, for ease... (2 pages)View decision -
Decision Reference DRN-4104234
9 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4104234 The complaint Mrs R is unhappy that British Gas Insurance Limited (BG) didn’t repair her boiler. What happened Mrs R had a HomeCare Four boiler repair policy underwritten by BG. She claimed under the policy when her boiler stopped working properly. BG attended the following day... (3 pages)View decision -
Decision Reference DRN7461148
29 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited (“BGI”) didn’t respond within a reasonable time when a water pipe in his bathroom burst and he called on BGI under his home emergency insurance policy.backgroundAt about 5.50 am one morning in June 2018, Mr D found tha... (3 pages)View decision -
Decision Reference DRN-1834747
23 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1834747 The complaintMiss C and Mr P complain about damage caused when British Gas Insurance Limited carried out work on their boiler. What happenedMiss C and Mr P have an insurance policy with British Gas Insurance Limited (BG) which covers their boiler amongst other things. In 2018, ... (3 pages)View decision -
Decision Reference DRN-3195493
23 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3195493 The complaint Mrs T has complained about the service she received from British Gas Insurance Limited (BG) under her HomeCare policy. What happened Mrs T says she held a HomeCare policy with BG between 2005 and 2017, which included the benefit of an annual boiler service. She la... (3 pages)View decision -
Decision Reference DRN-2834510
24 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2834510 The complaint Ms M complains that British Gas Insurance Limited (BG) caused damage to her property and provided poor customer service, following a claim under her home emergency insurance. What happened Ms M noticed water dripping through her ceiling and contacted BG to make a... (4 pages)View decision -
Decision Reference DRN-2411310
10 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2411310 The complaint Mr F has complained about the service he received from British Gas Insurance Limited (BG) under his Homecare policy when his boiler broke down. I previously issued a provisional decision in relation to the complaint. I haven’t received any further information in r... (2 pages)View decision
