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 DRN3975012
20 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited (BG) wrongly diagnosed the cause of a fault with a radiator, and recommended a costly solution which didn’t solve the problem.I’ve previously issued a provisional decision on this case, but BG didn’t agree with this. backgroundMr D has a Ho... (3 pages)View decision -
Decision Reference DRN-2544399
27 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2544399 The complaint Mr G is unhappy that British Gas Insurance Limited (BG) delayed attending appointments for a boiler service and fault. What happened Mr G had HomeCare Two home emergency insurance, including an annual boiler service, with BG. He booked an appointment for his annua... (4 pages)View decision -
Decision Reference DRN-3076459
20 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3076459 The complaint Mr J has complained about the service he received from British Gas Insurance Limited (BG) when he made a claim under his HomeCare policy. What happened The facts of this case are known to both parties and have been set out by our investigator in her view of Mr J’s... (2 pages)View decision -
Decision Reference DRN4640806
14 Feb 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B took out a HomeCare policy with British Gas Insurance Limited (BG) on 9 September 2018. He complains about the service he’s received from it following a problem with his hot water supply.backgroundOn 30th December 2018, Mr B suffered a rapid loss of hot water pressure which left him w... (3 pages)View decision -
Decision Reference DRN7920400
9 Jan 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that his home emergency insurance policy from British Gas Insurance Limited (BG) didn’t cover something that he was told it would cover, and so was mis-sold to him. background Mr S took out a home emergency insurance policy with BG in December 2014. He re... (2 pages)View decision -
Decision Reference DRN1610964
18 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited (BG) didn’t inspect his boiler properly under his HomeCare policy and didn’t identify a leak that caused corrosion. This led to him having to replace his boiler.backgroundMr P had his boiler serviced by BG every year since 2015. It had an a... (2 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 DRN4139632
8 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs C complains about delays in British Gas Insurance Limited (“BGI”) resolving a fault with her boiler, and the costs she incurred because of this.background Mrs C said that she’d had an intermittent problem with her heating, which left the heating either stuck constantly on, or not wo... (4 pages)View decision -
Decision Reference DRN7524987
23 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K says that British Gas Insurance Limited (“BGIL” for short) has treated him unfairly regarding his home emergency policy since 2014.backgroundMr K says that BGIL has treated him unfairly. He says his hot water storage unit started to leak in 2014. He called on BG... (2 pages)View decision -
Decision Reference DRN9710621
19 Jun 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L complains that following a service visit by a British Gas Insurance Limited (“BGI”) engineer under her home emergency insurance policy, she suffered a water leak in her lounge ceiling. BGI was slow to repair this leak following which her lounge ceiling collapsed. ... (2 pages)View decision
