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 DRN-4072366
21 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4072366 The complaint Ms D complains that British Gas Insurance Limited (BG) increased her home emergency premium unfairly because she’d been a long-term customer. What happened Ms D had home emergency cover with BG for 13 years. In 2022, after finding cheaper policies online with othe... (6 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 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 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 -
Decision Reference DRN4910458
9 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited (“BGI”) won’t repair a combined doorbell and intercom fitting at his house under his home emergency insurance policy.backgroundIn January 2017, Mr M phoned BGI and asked for an engineer to come and repair his combined door... (3 pages)View decision -
Decision Reference DRN8103918
22 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited (BGI) and its agents: dealt poorly with a claim she made under her home emergency insurance policy when she had a leak from her toilet cistern, and won’t compensate her properly for the extra damage this caused.She... (3 pages)View decision -
Decision Reference DRN-2834510
24 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2834510 The complaint Ms M complains that British Gas Insurance Limited (BG) caused damage to her property and provided poor customer service, following a claim under her home emergency insurance. What happened Ms M noticed water dripping through her ceiling and contacted BG to make a... (4 pages)View decision -
Decision Reference DRN-3122794
22 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3122794 The complaint Mr F is unhappy with the service British Gas Insurance Limited (BG) provided when he claimed under his home emergency policy for an electrical fault. What happened Mr F reported an electrical fault with his power shower switch to BG. The earliest appointment it co... (3 pages)View decision -
Decision Reference DRN6479899
7 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr A complains about poor performance by British Gas Services Limited (“BGS”) over a number of years in the service it provided under his home emergency insurance policy.backgroundMr A had a gas fire, boiler and central heating system installed in 2001. Ever since th... (3 pages)View decision