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 DRN7103133
9 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that after she called on British Gas Insurance Limited (“BGI”) under her home emergency insurance policy, its agents provided poor service in respect of a water stop tap culminating in its leaking and flooding her kitchen.backgroundSince 2013, Mrs G ha... (2 pages)View decision -
Decision Reference DRN-3352349
22 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3352349 The complaint Ms C is unhappy about British Gas Insurance Limited’s handling and settlement of her claim under her Homecare home emergency policy. What happened Ms C was having problems with her boiler system and BG sent out a contractor to resolve this. But, after the visit a ... (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 DRN3883533
7 Jul 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T complains about the water damage British Gas Insurance Limited caused to his kitchen under his home emergency insurance policy.backgroundBG attended Mr T’s home to carry out an annual boiler service on 9 January 2017.Mr T noticed a water leak on 14 January.BG ack... (2 pages)View decision -
Decision Reference DRN4927830
6 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about how British Gas Insurance Limited (BG) dealt with his HomeCare insurance policy claim. My references to BG include its agents.backgroundOn 16 August 2018 Mr H found a stain on his landing ceiling and called BG to make a claim for an emergency plumb... (2 pages)View decision -
Decision Reference DRN0585416
20 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains that British Gas Insurance Limited (“BGI”) fitted the wrong valve in her central heating system when she called on it under her home emergency insurance policy. The result was that it failed causing extensive water damage to her house.backgroundMrs H has ... (2 pages)View decision -
Decision Reference DRN5391358
11 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited (“BGI”) mistakenly arranged for an engineer to visit and enter his home under his home emergency insurance policy, when his elderly mother was there alone, which caused distress to him and his mother.backgroundMr D lived in the downstairs p... (2 pages)View decision -
Decision Reference DRN2095316
26 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss R complains that British Gas Insurance Limited won’t refund the premiums she paid for her Homecare insurance policy.Miss R will note that the business I’ve made my decision about has a slightly different name to the business our investigator referred to. British G... (2 pages)View decision -
Decision Reference DRN-3223839
13 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3223839 The complaint Mr V is unhappy with the settlement British Gas Insurance Limited (BG) offered for the replacement pipes and labour costs after he experienced blocked drains. What happened Mr V had Home Emergency cover with BG. This service upheld an earlier complaint about the w... (3 pages)View decision -
Decision Reference DRN5330433
31 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited (“BGI”) failed to trace and rectify a leak in her central heating system when she called on it under her home emergency insurance policy. As a result she had to employ her own contractors at considerable expense to d... (3 pages)View decision