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 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 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 -
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 DRN2678850
25 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited (“BG”) wouldn’t repair his boiler unless he paid for further work to be done. backgroundMr W’s tenants had a problem with their heating system. Mr W had a policy with BG that covered this so an appointment was made fo... (3 pages)View decision -
Decision Reference DRN9862302
8 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that, as part of his home emergency insurance policy, British Gas Insurance Limited (“BGI”):1.didn’t, in the course of his annual service, check and clean the magnetic filter unit attached to his boiler; and2.wouldn’t replace a worn fibre washer in th... (3 pages)View decision -
Decision Reference DRN9121931
13 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains about work British Gas Insurance Limited (BG) carried out following a claim she made under her home insurance policy. She says BG caused extensive damage to her house while fixing a leak and wants it to pay her repair costs.backgroundIn late 2016 Ms... (2 pages)View decision -
Decision Reference DRN3165064
21 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs P, who have a Homecare policy with British Gas Insurance Ltd (BG), complain BG refused to carry out repairs on their boiler, leaving them without central heating or hot water for many months. They also complain a BG engineer was rude and intimidating, and an agreed upgrade to th... (6 pages)View decision -
Decision Reference DRN1257528
30 Jun 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Miss S complains about poor claims handling by British Gas Services Limited (“BGS”) when her central heating boiler broke down and she called on BGS under her home emergency policy.backgroundMiss S initially had a problem with the fan on her central heating boiler, ... (3 pages)View decision -
Decision Reference DRN-4104740
18 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4104740 The complaint Mr S is unhappy that British Gas Insurance Limited won’t pay his claim for a solar thermal element under his BG HomeCare policy. What happened Mr S contacted BG as there was a fault and his water wasn’t heating up. Mr S said there was a delay of several months aft... (3 pages)View decision -
Decision Reference DRN-3018143
8 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3018143 The complaint Mr H complains about British Gas Insurance Limited (BG) who declined a claim under his home emergency policy. What happened Mr H contacted BG as his boiler had lost heating and hot water. It told him that it couldn’t send an engineer for a few weeks partly due to ... (3 pages)View decision
