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-5245392
7 Jan 2025 British Gas Insurance Limited UpheldInsuranceDRN-5245392 The complaint Mr C is unhappy that British Gas Insurance Limited (“BG”) unnecessarily advised him to have a power flush. What happened The background to this complaint is well-known to both parties and has been shared throughout our investigation. I’ve set out a summary of w... (5 pages)View decision -
Decision Reference DRN5282882
18 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”):1.provided poor customer service when he had issues with his central heating boiler and called on BGI under his home emergency policy; and2.shut down his central heating boiler as dangerous which led him to replace it unnecessarily.... (3 pages)View decision -
Decision Reference DRN-4051884
22 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4051884 The complaint Ms M and Mr M are unhappy about the handling, service and decline of a boiler claim by British Gas Insurance Limited under a home emergency HomeCare policy. The policy is in the name of Ms M and Mr M but for the purposes of this decision as Mr M as dealt with most... (4 pages)View decision -
Decision Reference DRN-2841575
3 Jun 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2841575 The complaint Ms S is unhappy about the service she received from British Gas Insurance Limited (BG) under her home emergency policy. What happened Ms S experienced problems with her boiler and contacted BG to book an engineer visit. Ms S said that she found it difficult to sec... (3 pages)View decision -
Decision Reference DRN-4310723
14 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4310723 The complaint Mr B has complained that British Gas Insurance Limited (BG) failed to repair his boiler under an insurance policy he believed he had with it, and that a boiler service he had had three months previously was inadequate. He had to pay for a new boiler. What happened... (3 pages)View decision -
Decision Reference DRN-4322763
14 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4322763 The complaint Mrs H complains about British Gas Insurance Limited (“BGI”) and the service she received after she made a claim on her HomeCare insurance policy due to an issue with her boiler. Mrs H has been represented during the claim and complaint process by Mr D. For ease of... (3 pages)View decision -
Decision Reference DRN-2215092
5 Mar 2021 British Gas Insurance Limited UpheldInsuranceDRN-2215092 The complaint Mr S complains about the way British Gas Insurance Ltd (“BGI”) responded when he made a claim under his home emergency insurance policy after his central heating boiler broke down. What happened Mr S had a home emergency insurance policy with BGI for some years. ... (3 pages)View decision -
Decision Reference DRN-2493978
10 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2493978 The complaint Mr O complains that when servicing his boiler, British Gas Insurance Limited (BG) damaged it and it took eight weeks to repair it, during which time he was without heating and hot water. I’ve previously issued a provisional decision in this case. In response to it... (3 pages)View decision -
Decision Reference DRN-3473546
19 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3473546 The complaint Mrs C complains British Gas Insurance Limited (BGI) has unfairly declined a claim she’s made on her Homecare boiler insurance policy and provided her with poor customer service. What happened The background to this complaint is well known to the parties and has be... (3 pages)View decision -
Decision Reference DRN-1949012
17 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1949012The complaintMr M has complained about his home plumbing and drains insurer, British Gas Insurance Limited (BG), because it started work to clear a drain at his home but didn’t manage to unblock it and when he claimed his excess payment back from his credit card BG threatened de... (3 pages)View decision
