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 2202 results
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Decision Reference DRN5208336
24 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G complains that because of poor customer service by plumbers instructed by British Gas Insurance Limited (“BGI”) under her home emergency insurance policy, an initial leak from her cold water supply tank wasn’t properly dealt with resulting a greater ingress of water shortly afterward... (3 pages)View decision -
Decision Reference DRN8637345
18 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that when she called on British Gas Insurance Limited (“BGI”) under her home emergency insurance policy it failed to correctly identify the source of a water leak, with the result that her property has suffered damage.backgroundMrs G had a home emergency po... (3 pages)View decision -
Decision Reference DRN3165064
21 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs P, who have a Homecare policy with British Gas Insurance Ltd (BG), complain BG refused to carry out repairs on their boiler, leaving them without central heating or hot water for many months. They also complain a BG engineer was rude and intimidating, and an agreed upgrade to th... (6 pages)View decision -
Decision Reference DRN1477961
21 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited (BG) failed to provide a satisfactory annual service of her boiler under her HomeCare policy.backgroundMrs L had a HomeCare policy with BG for several years. An annual boiler service, which she received as part of the policy, was due in Ma... (3 pages)View decision -
Decision Reference DRN-4548585
16 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4548585 The complaint Mrs U has complained about the service she received from British Gas (BG) when the boiler and heating system in her rental property broke down, and about the certification of her boiler as safe. References to BG are to British Gas Insurance Limited (BGI) and Briti... (6 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 -
Decision Reference DRN-2814933
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2814933 The complaint Mr P complains that British Gas Insurance Limited (“BGI”) provided poor customer service when his central heating boiler broke down, and he called on BGI under his home emergency insurance policy. What happened On 1 December 2020 Mr P contacted BGI and set up a n... (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 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
