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 DRN-2919934
2 Aug 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2919934 The complaint Ms S has complained that British Gas Insurance Limited (BG) has rejected her claim under her HomeCare policy when a faulty pump caused damage to her home. She says that its Terms and Conditions are misleading. What happened Ms S’s complaint arises following what s... (3 pages)View decision -
Decision Reference DRN2541725
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about poor workmanship and poor customer service by British Gas Insurance Limited (“BGI”) when he called on it for assistance under his home emergency insurance policy in respect of a number of issues.backgroundMr A had a home emergency insurance policy wit... (3 pages)View decision -
Decision Reference DRN9935964
17 Nov 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G complain that following a service visit, British Gas Insurance Limited (BG) left them without a working boiler and also terminated their HomeCare policy. background Mr and Mrs G had a HomeCare policy with BG which provided cover for their boiler and heating system. This also p... (3 pages)View decision -
Decision Reference DRN9209234
7 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about the work British Gas Insurance Limited (BG) did under its annual boiler services under his home care insurance policy.Mr C will see that my decision is about a different part of British Gas than the investigator’s opinion letter was about. BG is the... (2 pages)View decision -
Decision Reference DRN5079911
18 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains about how British Gas Insurance Limited (BG) dealt with her HomeCare insurance policy claim. My references to BG include its agents.backgroundOn 26 January 2018 Mrs H discovered water leaking through the living room ceiling in her home. She contacted BG to deal with the lea... (3 pages)View decision -
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 DRN-3435984
1 Jun 2022 British Gas Insurance Limited UpheldInsuranceDRN-3435984 The complaint Mr L complains that his kitchen floor developed a hairline crack after British Gas Insurance Limited (BG) replaced his flooring following a claim under his home emergency insurance policy. What happened In 2015, Mr L claimed under his home emergency policy after h... (3 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 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-2018746
7 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2018746The complaintMrs B has complained about the poor service she received from British Gas Insurance Limited (BG) after an annual service visit was cancelled. What happenedMrs B has a Homecare policy with BG which provides her with an annual service visit. On 6 November 2019, Mrs B ... (3 pages)View decision
