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-4300127
4 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4300127 The complaint Mrs J complained that the appointment booking system British Gas Insurance Limited (BG) had in place prevented her from making an emergency appointment. She says BG is responsible for the damage caused when her pipe burst. What happened Mrs J had central heating b... (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 -
Decision Reference DRN-3333683
24 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3333683 The complaint Mr E is unhappy about British Gas Insurance Limited declining his claim under his HomeCare Two policy. This policy covers the boiler, controls and the central heating. What happened Mr E’s radiators weren’t functioning correctly, so he contacted BG and asked it to... (4 pages)View decision -
Decision Reference DRN2759575
20 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms K complains about poor customer service by British Gas Insurance Limited (“BGI”) in respect of repairs it carried out to her fridge under her home emergency insurance policy.backgroundMs K has had a home emergency policy with BGI since 2001 which covered a numbe... (3 pages)View decision -
Decision Reference DRN9360636
3 Dec 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S says that due to failings and delays on the part of British Gas Insurance Limited (“BGIL” for short) she had to get an external party to fix her heating in January/February this year.backgroundMrs S says that BGIL has treated her unfairly. She says when she ... (3 pages)View decision -
Decision Reference DRN4651908
6 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about poor customer service when he called on British Gas Insurance Limited (“BGI”) under his home emergency insurance policy following a burst pipe at his property.backgroundOn 3 March 2018 Mr S discovered a water leak in a property he owned which was occu... (3 pages)View decision -
Decision Reference DRN-2264878
6 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2264878 The complaint Mrs B is unhappy about the service she received from British Gas Insurance Limited (BG) under her home emergency policy. What happened BG invited Mrs B to book an annual service of her boiler. The first available date offered was in March 2020. In January 2020 Mrs... (3 pages)View decision -
Decision Reference DRN-4936482
22 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4936482 The complaint Mr R and Mr M have brought a complaint about British Gas Insurance Limited (“BG”) in their capacity as directors of limited company, “T”. For ease, I’ll refer to Mr R throughout this decision, as most of the correspondence in this case has been with Mr R. The c... (3 pages)View decision -
Decision Reference DRN-2837393
7 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2837393 The complaint Mr D complains that British Gas Insurance Limited (BG) failed to carry out an annual service correctly and didn’t address his outstanding issues, following a claim under his home emergency policy. What happened Mr D contacted BG to carry out an annual service of h... (3 pages)View decision
