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-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 DRN6854787
15 Jan 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss C has complained about her home care cover supplier British Gas Insurance Limited (BG). She says it let her down when she needed its assistance with an electrical problem at her home. This has caused her extra costs as well as upset. She’d like those reimbursed, compensation paid and ... (4 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 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 DRN-2417750
18 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2417750 The complaint Mr E has complained that British Gas Insurance Limited (BG) won’t repair his boiler and declare it safe because there is corrosion present. I’ve previously issued a provisional decision in relation to this complaint and received further submissions from Mr E to wh... (3 pages)View decision -
Decision Reference DRN-2888202
22 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2888202 The complaint Mr H complains about poor customer service provided by British Gas Insurance Ltd (“BGI”), and in particular that: it failed to make proper allowance for disabilities from which he suffers when arranging visits under his home emergency insurance policy; and it pu... (5 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 DRN7735369
11 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms A complains about how British Gas Insurance Limited (BG) dealt with her Homecare insurance claim and about its service. My references to BG include its agents.backgroundMs A had kitchen appliance insurance cover with BG and claimed for a fault with her dishwasher... (3 pages)View decision -
Decision Reference DRN4803942
8 Apr 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the poor service he says he’s received on a number of occasions from British Gas Insurance Limited (BG) under his HomeCare policy. References to BG include its contractors.backgroundMr A contacted BG on a number of occasions when he needed work to be done under his Hom... (5 pages)View decision -
Decision Reference DRN-2539600
17 Feb 2021 British Gas Services Limited UpheldInsuranceDRN-2539600 The complaint Mr N complains that British Gas Services Limited (BG) cancelled his HomeCare policy by mistake and didn’t provide the service that he’d paid for. What happened In October 2019, Mr N took out a HomeCare Two policy with BG by sending them a cheque for the requested ... (4 pages)View decision
