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 DRN7920400
9 Jan 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that his home emergency insurance policy from British Gas Insurance Limited (BG) didn’t cover something that he was told it would cover, and so was mis-sold to him. background Mr S took out a home emergency insurance policy with BG in December 2014. He re... (2 pages)View decision -
Decision Reference DRN1610964
18 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited (BG) didn’t inspect his boiler properly under his HomeCare policy and didn’t identify a leak that caused corrosion. This led to him having to replace his boiler.backgroundMr P had his boiler serviced by BG every year since 2015. It had an a... (2 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 -
Decision Reference DRN-2411310
10 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2411310 The complaint Mr F has complained about the service he received from British Gas Insurance Limited (BG) under his Homecare policy when his boiler broke down. I previously issued a provisional decision in relation to the complaint. I haven’t received any further information in r... (2 pages)View decision -
Decision Reference DRN-3076459
20 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3076459 The complaint Mr J has complained about the service he received from British Gas Insurance Limited (BG) when he made a claim under his HomeCare policy. What happened The facts of this case are known to both parties and have been set out by our investigator in her view of Mr J’s... (2 pages)View decision -
Decision Reference DRN-4084624
5 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4084624 The complaint Mr S is unhappy with the settlement British Gas Insurance Limited (BG) offered after its engineer caused damage to his home while repairing a leak. Mr S had home emergency cover underwritten by BG. Mrs S acted on his behalf but, for ease of reading and because the... (3 pages)View decision -
Decision Reference DRN7389163
25 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (“BGI”) won’t pay the cost of replacing pipework on his central heating system under his home emergency insurance policy.backgroundMr S has had a home emergency policy with BGI for many years. He says his system was wor... (2 pages)View decision -
Decision Reference DRN6144435
23 Nov 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited under his appliance care insurance policy.backgroundMr G complained to BG that it had declined to repair his tumble dryer.BG offered to refund the £38.10 premiums Mr G had paid and to inc... (2 pages)View decision -
Decision Reference DRN-2349907
10 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2349907 The complaint Mrs M is unhappy that British Gas Insurance Limited (“BG”) will not replace a broken Inspection Chamber cap under the terms of her HomeCare Four policy. What happened Mrs M’s representative, Mr M, contacted BG because the Inspection Chamber (IC) cap on Mrs M’s dra... (2 pages)View decision -
Decision Reference DRN-1932517
13 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1932517The complaintMs R has complained that British Gas Insurance Limited (BG) failed to correctly identify the cause of a problem with her hot water supply. What happenedMs R has a Homecare policy with BG. Shortly after an annual service visit in July 2019, Ms R experienced an interm... (2 pages)View decision