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 2270 results
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Decision Reference DRN-4213307
30 Jun 2023 British Gas Services Limited Not upheldInsuranceDRN-4213307 The complaint Mr C complains that British Gas Services Limited (BG) sold him an appliance insurance policy without knowing whether parts were available for any repairs he might need. What happened In 2011, Mr C bought HomeCare Four boiler cover underwritten by British Gas Insur... (4 pages)View decision -
Decision Reference DRN7019975
21 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about the level of service he’s received from British Gas Insurance Limited (BG) under his boiler care policy.backgroundFor a number of years Mr H has had a boiler care policy with BG. This includes an annual service. On 19 September 2016 BG attended to un... (2 pages)View decision -
Decision Reference DRN5095921
24 Mar 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr W says that British Gas Insurance Limited (“BGIL” for short) has treated him unfairly regarding appointments for his boiler service, the customer service he received and its offer of a gesture of goodwill regarding what happened under his home emergency policy.bac... (2 pages)View decision -
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 DRN-2358598
6 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2358598 The complaint Mr R has complained about the failure of British Gas Insurance Limited (BG) to undertake a repair in a timely manner. What happened Mr R had a HomeCare 400 policy with BG that covered him for a number of services including the repair of gas appliances. This provid... (2 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 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