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 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 DRN7540079
11 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M and Mr M complain that British Gas Insurance Limited (“BGI”) wouldn’t compensate them for a missed appointment. This complaint has been brought by Mrs M, on behalf of them both. background Mrs M said that she booked an appointment with BGI for a boiler service. ... (4 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 DRN3097436
22 Nov 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mr P complains about poor customer service from British Gas Services Limited (“BGS”) under his home emergency insurance policy. He wants BGS to refund all the instalments he paid under his policy, and to compensate him for the costs and distress he suffered.backgroundI... (4 pages)View decision -
Decision Reference DRN-2729167
10 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2729167 The complaint Mr and Mrs R, through their representative Ms W, complain that British Gas Insurance Limited (BG) has rejected their claim under their BG HomeCare policy for a replacement boiler when their old boiler was condemned. What happened This complaint arises from an inci... (4 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-3905027
17 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3905027 The complaint Mrs C complains about damage to her home caused by British Gas Insurance Limited when they carried out repairs to her boiler after she made a claim under her home insurance policy. What happened Mrs C has a HomeCare policy underwritten by British Gas Insurance Lim... (5 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 DRN4360285
13 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs A complains about the failure by British Gas Insurance Limited (“BGI”) under her home emergency insurance policy to identify and remedy faults on her central heating boiler.backgroundMrs A had a home emergency insurance policy with BGI covering her central heating boiler. At the beginn... (3 pages)View decision -
Decision Reference DRN6305777
26 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H has complained about the service she received from British Gas Insurance Limited (BG) when she had her central heating serviced. She’s also complained that BG is responsible for a gas leak from her gas fire.References to BG includes its agents and associated companies.backgroundMrs H... (3 pages)View decision
