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 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 DRN7100948
28 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T complains about British Gas Insurance Limited’s (BG) service under her HomeCare insurance policy. My references to BG include its agents.background Mrs T’s HomeCare policy with BG covers selected kitchen appliances for repair. In 2018 Mrs T called BG as her fridge... (2 pages)View decision -
Decision Reference DRN5042620
12 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (BG) won’t repair his boiler under his contract with them.I’ve previously issued a provisional decision in this case. In response to this, I’ve received further information from both Mr S and BG which I’ve taken into ... (5 pages)View decision -
Decision Reference DRN6770935
4 Jul 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G has complained that British Gas Insurance Limited (BG) isn’t agreeing to reimburse him what he had to pay to other contractors to resolve a heating problem that BG couldn’t resolve under his home emergency policy.I’ve considered the relevant information about Mr G... (5 pages)View decision -
Decision Reference DRN3206005
20 Dec 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs K complain that on every service visit under their home emergency insurance policy between August 2009 and 2017, British Gas Services Limited (“BGS”) failed to notice a fault with their central heating boiler, which meant they had an inadequate hot water s... (3 pages)View decision -
Decision Reference DRN5132482
15 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains about poor customer service by British Gas Insurance Limited (“BGI”) after he called on it under his home emergency insurance policy when he had a gas leak at his house.backgroundI issued a provisional decision on this complaint on 19 September 2019, a copy of which is attac... (6 pages)View decision -
Decision Reference DRN-4302396
2 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4302396 The complaint The estate of Mrs S complains about Mrs S’s homecare policy with British Gas Insurance Limited (BG). Mrs S’s son and daughter (joint executors) have brought the complaint on behalf of their mother’s estate. In my decision I’ve referred variously to ‘Mrs S’, ‘Mrs S... (3 pages)View decision -
Decision Reference DRN7485804
24 Oct 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains about poor service by British Gas Insurance Limited (“BGI”) in relation to his home emergency insurance policy, and in particular that when it cancelled a service visit he had booked it didn’t phone or text him, but relied on a letter it says it sent ... (2 pages)View decision -
Decision Reference DRN2504284
9 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the way he was advised by British Gas Services Limited (“BGS”) regarding his central heating system, which was insured under a home emergency insurance policy by BGS.backgroundMr H had a BGS policy for his central heating system. A BGS engineer at... (2 pages)View decision -
Decision Reference DRN6602654
7 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H complains about the way he was advised by British Gas Services Limited (“BGS”) regarding his central heating system, which was insured under a home emergency insurance policy by BGS.backgroundMr H had a BGS policy for his central heating system. A BGS engineer at... (2 pages)View decision