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 DRN5213079
22 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that when she called on British Gas Insurance Limited (“BGI”) under her home emergency insurance policy to repair her central heating boiler: it wouldn’t work on the boiler; its engineer behaved in an unprofessional manner; and BGI didn’t give her a ... (3 pages)View decision -
Decision Reference DRN-3826826
5 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3826826 The complaint Mr C is unhappy with British Gas Insurance Limited’s handling of a leak and boiler claim under his HomeCare policy. What happened Mr C’s boiler suffered a leak. Mr C said BG had caused the leak when it had done previous work on the boiler and that BG accepted this... (2 pages)View decision -
Decision Reference DRN4541306
12 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W and Ms M complain that British Gas Insurance Limited’s (BG) engineer damaged the wooden flooring in their home when changing a radiator under their HomeCare policy, and BG has unreasonably declined to pay for the damage.backgroundMr W said that when BG’s engineer serviced their heatin... (3 pages)View decision -
Decision Reference DRN-4869641
17 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-4869641 The complaint Mrs B is unhappy with the service provided by British Gas Insurance Limited (“BG”) under her boiler repair and service policy. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key ev... (5 pages)View decision -
Decision Reference DRN4168340
26 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains that British Gas Insurance Limited (“BGI”) did some work under her home emergency insurance policy, which caused a leak. background Mrs H told us that she had an engineer from BGI out to do some work on the central heating system in her home. She said... (2 pages)View decision -
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 DRN-5245392
7 Jan 2025 British Gas Insurance Limited UpheldInsuranceDRN-5245392 The complaint Mr C is unhappy that British Gas Insurance Limited (“BG”) unnecessarily advised him to have a power flush. What happened The background to this complaint is well-known to both parties and has been shared throughout our investigation. I’ve set out a summary of w... (5 pages)View decision -
Decision Reference DRN6305777
26 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H has complained about the service she received from British Gas Insurance Limited (BG) when she had her central heating serviced. She’s also complained that BG is responsible for a gas leak from her gas fire.References to BG includes its agents and associated companies.backgroundMrs H... (3 pages)View decision
