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
-
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 DRN7240344
12 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs L complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.backgroundMr and Mrs L complained to BG that they’d suffered water damage to their home and disruption, stress and cost as a result o... (2 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 -
Decision Reference DRN-4083303
21 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4083303 The complaint Mr I is unhappy that British Gas Insurance Limited (BG) charged him a policy excess for work he considered an extension of some earlier work. What happened Mr I had home emergency insurance underwritten by BG. He claimed under the policy after experiencing leaks f... (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 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-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 DRN6536495
28 Mar 2019 UIA (Insurance) Limited Not upheldInsurance (excluding PPI)Mr M complains that UIA (Insurance) Limited gave poor service under the home emergency section of his home insurance policy.backgroundMr M had a boiler installed in about May 2010 . It had a burner/ heat exchanger assembly with an attached fan. The fan was bolted or sc... (4 pages)View decision -
Decision Reference DRN9917606
25 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G1 has complained about the way British Gas Insurance Limited (BG) dealt with a claim she made on her home emergency policy. Ms G1 has complained to us through her daughter, Ms G2, but for ease I will refer to Ms G2’s comments as Ms G1’s. All references to BG... (3 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