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 DRN7068649
1 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited (“BGI”) wouldn’t repair a leaking pipe which prevented his central heating boiler from working, when he called on BGI under his home emergency insurance policy.backgroundOn 29 January 2018 Mr M took out a home emergenc... (2 pages)View decision -
Decision Reference DRN9851815
8 Nov 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R complains that British Gas Insurance Limited (“BGI”) won’t make a contribution under her home emergency insurance policy towards the cost of emergency repairs which she asked a third party to carry out.backgroundAt 6.00 pm on a Friday evening at the end of the Ch... (2 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 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 DRN-3286317
4 Feb 2022 British Gas Services Limited UpheldInsuranceDRN-3286317 The complaint Mr W complains that British Gas Services Limited (BG) continued to incorrectly send correspondence relating to his HomeCare policy to his ex-wife’s address, despite him telling them the correct address to use. He said this has caused him considerable stress and ha... (3 pages)View decision -
Decision Reference DRN-1489127
1 May 2020 British Gas Insurance Limited UpheldInsuranceDRN-1489127 The complaintMs T complains that British Gas Insurance Limited (BG) didn’t offer her a repair appointment within a reasonable time and she is dissatisfied with the customer service it provided. What happenedMs T had a HomeCare Two insurance policy with BG which covered her boil... (3 pages)View decision -
Decision Reference DRN-5240277
6 Jan 2025 British Gas Insurance Limited UpheldInsuranceDRN-5240277 The complaint Mr C complains about how British Gas Insurance Limited (“BG”) handled a claim for a leaking immersion tank under his boiler repair insurance policy. When I mention BG I also mean its contractors and assessors. What happened Mr C had an insurance policy with BG ... (4 pages)View decision -
Decision Reference DRN8865583
2 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss B complains that British Gas Insurance Limited (“BGI”) cancelled her home emergency insurance policy without justification.backgroundMiss B has had a home emergency policy with BGI for many years. In October 2018, she thought the thermostat controlling the under... (2 pages)View decision -
Decision Reference DRN5769117
31 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss W complains that faulty work carried out by British Gas Insurance Limited (“BGI”) under her home emergency insurance policy resulted in her dishwasher catching fire and extensive damage to her kitchen, for which BGI hasn’t properly compensated her.backgroundMiss W ha... (2 pages)View decision -
Decision Reference DRN5794686
6 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr B complained to BG about a number of aspects of the service he’d received from it.BG acknowledged the service Mr B received hadn’t been ... (2 pages)View decision