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 DRN8637345
18 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that when she called on British Gas Insurance Limited (“BGI”) under her home emergency insurance policy it failed to correctly identify the source of a water leak, with the result that her property has suffered damage.backgroundMrs G had a home emergency po... (3 pages)View decision -
Decision Reference DRN5208336
24 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G complains that because of poor customer service by plumbers instructed by British Gas Insurance Limited (“BGI”) under her home emergency insurance policy, an initial leak from her cold water supply tank wasn’t properly dealt with resulting a greater ingress of water shortly afterward... (3 pages)View decision -
Decision Reference DRN1477961
21 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited (BG) failed to provide a satisfactory annual service of her boiler under her HomeCare policy.backgroundMrs L had a HomeCare policy with BG for several years. An annual boiler service, which she received as part of the policy, was due in Ma... (3 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 DRN0745108
23 Nov 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr V has been a landlord owning multiple properties for a number of years. He complains that British Gas Services Limited (“BG”) didn’t tell him until December 2014 that as a landlord owning ten or more properties he was eligible to take out one multi-premise policy cov... (3 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 DRN4597465
11 May 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss S complains about how British Gas Insurance Limited (BG) dealt with her claim under her home care insurance policy. My references to BG include its agents.backgroundOn 20 December Miss S told BG her boiler wasn’t working. When BG’s engineer attended on 21 Decembe... (4 pages)View decision -
Decision Reference DRN7540079
11 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M and Mr M complain that British Gas Insurance Limited (“BGI”) wouldn’t compensate them for a missed appointment. This complaint has been brought by Mrs M, on behalf of them both. background Mrs M said that she booked an appointment with BGI for a boiler service. ... (4 pages)View decision -
Decision Reference DRN-4548585
16 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4548585 The complaint Mrs U has complained about the service she received from British Gas (BG) when the boiler and heating system in her rental property broke down, and about the certification of her boiler as safe. References to BG are to British Gas Insurance Limited (BGI) and Briti... (6 pages)View decision -
Decision Reference DRN0783562
3 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss H complains about British Gas Insurance Limited’s (BG) failed repair under her Homecare insurance policy and about BG’s poor service. My references to BG include its agents.backgroundIn August 2017 Miss H had a gas pipe leak which was repaired by BG after some difficulties. Miss H has... (3 pages)View decision
