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 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 DRN7047480
14 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains that plumbers employed by British Gas Insurance Limited (“BGI”) responded poorly when he made a claim under his home emergency insurance policy.background Mr C is landlord of a flat for which he took out a home emergency policy with BGI. In July 2017 th... (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-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-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 -
Decision Reference DRN7165910
19 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited (“BGI”) failed to investigate and stop a leak from his central heating boiler which he reported to BGI under his home emergency insurance policy. The leak later worsened and caused damage to his home.backgroundIn August 2018 Mr G contacted ... (3 pages)View decision -
Decision Reference DRN0155083
10 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B has complained about the length of time that British Gas Insurance Limited (BG) took to repair a faulty installation, and that it won’t reimburse him for the cost of a new heating system.backgroundMr B had a HomeCare insurance policy with BG that covered his boiler, controls and centr... (4 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
