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 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 -
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 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 DRN-4302396
2 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4302396 The complaint The estate of Mrs S complains about Mrs S’s homecare policy with British Gas Insurance Limited (BG). Mrs S’s son and daughter (joint executors) have brought the complaint on behalf of their mother’s estate. In my decision I’ve referred variously to ‘Mrs S’, ‘Mrs S... (3 pages)View decision -
Decision Reference DRN5132482
15 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains about poor customer service by British Gas Insurance Limited (“BGI”) after he called on it under his home emergency insurance policy when he had a gas leak at his house.backgroundI issued a provisional decision on this complaint on 19 September 2019, a copy of which is attac... (6 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 DRN6641195
19 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr N complains about what British Gas Insurance Limited (“BGI”) did when he called on it under his home emergency insurance policy to repair a leak.backgroundMr N had a home emergency policy with BGI. Mr N had tenants living in the property. They discovered water comi... (3 pages)View decision -
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 DRN7485804
24 Oct 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains about poor service by British Gas Insurance Limited (“BGI”) in relation to his home emergency insurance policy, and in particular that when it cancelled a service visit he had booked it didn’t phone or text him, but relied on a letter it says it sent ... (2 pages)View decision