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 DRN6095690
1 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr F complains about the service he’s received from British Gas Insurance Limited (“BG”) under his HomeCare policy.backgroundFor a number of years Mr F has had a HomeCare 200 policy from BG. This provides him with an annual service visit. His policy year runs from 9 ... (2 pages)View decision -
Decision Reference DRN9925167
4 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited (“BGI”) caused unnecessary damage to tiling in his bathroom when he called on it under his home emergency insurance policy to repair a leak.backgroundMr C had a home emergency policy with BGI. When he had a leak in his ... (3 pages)View decision -
Decision Reference DRN2510253
19 Jul 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr M cancelled his policy with BG on 29 December 2016 and he took out home emergency cover with another insurer on 6 January 2017.On 10 Jan... (3 pages)View decision -
Decision Reference DRN0783562
3 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss H complains about British Gas Insurance Limited’s (BG) failed repair under her Homecare insurance policy and about BG’s poor service. My references to BG include its agents.backgroundIn August 2017 Miss H had a gas pipe leak which was repaired by BG after some difficulties. Miss H has... (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 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 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-2747709
12 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2747709 The complaint Mr C complains that British Gas Insurance Limited (‘BG’) have treated him unreasonably by not providing the services he paid for as part of his Homecare policy. What happened Mr C had an existing HomeCare Four policy with BG which he’d had for several years. It pr... (5 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 DRN-1722598
10 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1722598The complaintMr S is unhappy that British Gas Services Limited (BG) changed his communication preferences, leading to threats of debt collection after he missed its payment requests. What happenedMr S had Homecare with Central Heating cover with BG. He made a claim under his pol... (3 pages)View decision
