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-1995790
9 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1995790 The complaint Mr P is unhappy that an annual service under his “HomeCare Four” policy, underwritten by British Gas Insurance Limited (“BG”), was rescheduled. What happened In January 2020 an appointment was booked for BG to service Mr P’s boiler as part of his BG HomeCare cover... (3 pages)View decision -
Decision Reference DRN-1895351
5 Jun 2020 British Gas Insurance Limited UpheldInsuranceDRN-1895351 The complaintMs R is unhappy with British Gas Insurance Limited (BG) as it declined to pay for a new boiler which she had claimed for under her home emergency policy. What happenedIn December 2017 Ms R contacted BG to make a claim as her boiler had broken down. An engineer was ... (4 pages)View decision -
Decision Reference DRN2645936
12 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“BGI”) only told tenants at two of his properties about defects it found in his heating systems, and didn’t notify him directly. When the defects later caused damage to a heating system, BGI wouldn’t repair this under... (2 pages)View decision -
Decision Reference DRN-2544399
27 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2544399 The complaint Mr G is unhappy that British Gas Insurance Limited (BG) delayed attending appointments for a boiler service and fault. What happened Mr G had HomeCare Two home emergency insurance, including an annual boiler service, with BG. He booked an appointment for his annua... (4 pages)View decision -
Decision Reference DRN-3235502
19 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3235502 The complaint Mr K complains that British Gas Insurance Limited (BG) failed to unblock a shower drain despite multiple visits under his home emergency policy. He wants his own contractor’s invoice reimbursed and compensation for the inconvenience. What happened Mr K has a landl... (3 pages)View decision -
Decision Reference DRN-4537597
4 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4537597 The complaint A has complained about the service provided by British Gas Insurance Limited (BG) in relation to two rental properties he had insured with BG. What happened On 31 January 2023, A took out HomeCare Central Heating Cover with BG to cover a number of properties. His ... (4 pages)View decision -
Decision Reference DRN1141370
7 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about how British Gas Insurance Limited (BG) dealt with his HomeCare policy.My references to BG include its agents.backgroundMr H’s policy gives cover for ‘boiler, controls and central heating cover including an annual service, plus repairs to plumbi... (3 pages)View decision -
Decision Reference DRN-3799365
5 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3799365 The complaint Mrs H complains about British Gas Insurance Limited (BG)’s poor standard of service under her home emergency policy. What happened A BG engineer attended Mrs H’s tenanted property to carry out a first inspection of the boiler, to check that it was in good working ... (4 pages)View decision -
Decision Reference DRN3287745
11 May 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr V complains about British Gas Services Limited’s (BG) administration of his homecare policy. BG administers the policy on behalf of the insurer which is a separate part of the British Gas business.backgroundMr V paid to add cover for his gas fire to his policy. B... (3 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