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 2202 results
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Decision Reference DRN7461148
29 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited (“BGI”) didn’t respond within a reasonable time when a water pipe in his bathroom burst and he called on BGI under his home emergency insurance policy.backgroundAt about 5.50 am one morning in June 2018, Mr D found tha... (3 pages)View decision -
Decision Reference DRN-4104234
9 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4104234 The complaint Mrs R is unhappy that British Gas Insurance Limited (BG) didn’t repair her boiler. What happened Mrs R had a HomeCare Four boiler repair policy underwritten by BG. She claimed under the policy when her boiler stopped working properly. BG attended the following day... (3 pages)View decision -
Decision Reference DRN-1834747
23 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1834747 The complaintMiss C and Mr P complain about damage caused when British Gas Insurance Limited carried out work on their boiler. What happenedMiss C and Mr P have an insurance policy with British Gas Insurance Limited (BG) which covers their boiler amongst other things. In 2018, ... (3 pages)View decision -
Decision Reference DRN-3195493
23 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3195493 The complaint Mrs T has complained about the service she received from British Gas Insurance Limited (BG) under her HomeCare policy. What happened Mrs T says she held a HomeCare policy with BG between 2005 and 2017, which included the benefit of an annual boiler service. She la... (3 pages)View decision -
Decision Reference DRN-4171320
20 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4171320 The complaint X complains about British Gas Insurance Limited’s actions during a visit to service his boiler and central heating system. What happened X has a HomeCare insurance policy underwritten by British Gas (BG) which covers his boiler, controls and central heating system... (3 pages)View decision -
Decision Reference DRN4597465
11 May 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss S complains about how British Gas Insurance Limited (BG) dealt with her claim under her home care insurance policy. My references to BG include its agents.backgroundOn 20 December Miss S told BG her boiler wasn’t working. When BG’s engineer attended on 21 Decembe... (4 pages)View decision -
Decision Reference DRN0745108
23 Nov 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr V has been a landlord owning multiple properties for a number of years. He complains that British Gas Services Limited (“BG”) didn’t tell him until December 2014 that as a landlord owning ten or more properties he was eligible to take out one multi-premise policy cov... (3 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
