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
-
Decision Reference DRN0354693
13 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complained that British Gas Insurance Limited (“BGI”) charged him the policy excess from his home emergency policy to repair some damage that a previous BGI engineer had caused while doing work under the same policy. background Mr C said that BGI sent a plumber to... (4 pages)View decision -
Decision Reference DRN-4084624
5 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4084624 The complaint Mr S is unhappy with the settlement British Gas Insurance Limited (BG) offered after its engineer caused damage to his home while repairing a leak. Mr S had home emergency cover underwritten by BG. Mrs S acted on his behalf but, for ease of reading and because the... (3 pages)View decision -
Decision Reference DRN6144435
23 Nov 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited under his appliance care insurance policy.backgroundMr G complained to BG that it had declined to repair his tumble dryer.BG offered to refund the £38.10 premiums Mr G had paid and to inc... (2 pages)View decision -
Decision Reference DRN7389163
25 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (“BGI”) won’t pay the cost of replacing pipework on his central heating system under his home emergency insurance policy.backgroundMr S has had a home emergency policy with BGI for many years. He says his system was wor... (2 pages)View decision -
Decision Reference DRN-1932517
13 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1932517The complaintMs R has complained that British Gas Insurance Limited (BG) failed to correctly identify the cause of a problem with her hot water supply. What happenedMs R has a Homecare policy with BG. Shortly after an annual service visit in July 2019, Ms R experienced an interm... (2 pages)View decision -
Decision Reference DRN-2349907
10 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2349907 The complaint Mrs M is unhappy that British Gas Insurance Limited (“BG”) will not replace a broken Inspection Chamber cap under the terms of her HomeCare Four policy. What happened Mrs M’s representative, Mr M, contacted BG because the Inspection Chamber (IC) cap on Mrs M’s dra... (2 pages)View decision -
Decision Reference DRN-2458378
23 Dec 2020 British Gas Services Limited UpheldInsuranceDRN-2458378 The complaint Mrs H is unhappy that British Gas Services Limited (BG) missed scheduled appointments for her annual boiler service. What happened Mrs H had HomeCare Four home emergency cover with BG, which included an annual boiler service. She took out the cover to extend the t... (4 pages)View decision -
Decision Reference DRN-2661564
10 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2661564 The here complaint Ms S has complained about damage caused by a powerflush that British Gas Insurance Limited (BG) advised her to have following a leak. What happened Throughout 2019 Ms S had problems with her heating system. On 3 December 2019 a leak occurred from the loft int... (4 pages)View decision -
Decision Reference DRN5793445
4 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains about poor claims handling by British Gas Insurance Limited (“BGI”) after her central heating boiler broke down and she called on BGI under her home emergency policy. She is represented in bringing this complaint by her husband Mr C.background Mrs C’s bo... (3 pages)View decision -
Decision Reference DRN-1844390
19 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1844390The complaintMr S and Mrs S are unhappy that their clothes were damaged because British Gas Services Limited (BG) delayed attending to a washing machine fault. What happenedMr S and Mrs S had Homecare Four Kitchen Appliance cover with BG. The policy is jointly held but, for ease... (2 pages)View decision
