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
-
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 DRN4984088
14 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr N complains about the service he received from British Gas Insurance Limited (BG) under his home emergency insurance policy.backgroundMr N says BG carried out an annual service of his boiler on 16 November 2016 and he was given an ‘all clear’ certificate for it. He ... (5 pages)View decision -
Decision Reference DRN-4213307
30 Jun 2023 British Gas Services Limited Not upheldInsuranceDRN-4213307 The complaint Mr C complains that British Gas Services Limited (BG) sold him an appliance insurance policy without knowing whether parts were available for any repairs he might need. What happened In 2011, Mr C bought HomeCare Four boiler cover underwritten by British Gas Insur... (4 pages)View decision -
Decision Reference DRN-2189574
21 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2189574The complaintMr G has complained that British Gas Insurance Limited (BG) didn’t repair a leak at hisproperty in a timely manner and that this caused further damage. He also complains that BGdidn’t respond to correspondence in a timely manner.I’ve previously issued a provisional ... (4 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 -
Decision Reference DRN6029624
21 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr G complained to BG about this matter.BG offered Mr G £200 compensation. Mr G thought the compensation should be much higher, so he compl... (2 pages)View decision -
Decision Reference DRN6980476
2 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs H is unhappy with the way British Gas Services Limited (BG) handled her insurance claim.background Mrs H has a home emergency insurance policy with BG. In early 2018 she noticed a bad smell coming from the drain in her kitchen and asked BG to investigate the issue and repair what was c... (2 pages)View decision -
Decision Reference DRN7019975
21 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about the level of service he’s received from British Gas Insurance Limited (BG) under his boiler care policy.backgroundFor a number of years Mr H has had a boiler care policy with BG. This includes an annual service. On 19 September 2016 BG attended to un... (2 pages)View decision -
Decision Reference DRN-2055879
10 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2055879 The complaint Mr D is unhappy that British Gas Insurance Limited (BG) failed to repair his boiler over the course of a year. What happened Mr D had a HomeCare Four boiler policy with BG. He had already raised a complaint with BG about its failure to repair his boiler and that m... (3 pages)View decision -
Decision Reference DRN5095921
24 Mar 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr W says that British Gas Insurance Limited (“BGIL” for short) has treated him unfairly regarding appointments for his boiler service, the customer service he received and its offer of a gesture of goodwill regarding what happened under his home emergency policy.bac... (2 pages)View decision