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-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 -
Decision Reference DRN8372508
24 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (BG) has contributed to the premature failure of his boiler.backgroundMr B had a Home Emergency policy with BG for a number of years that covered a rental property. When Mr B had an annual gas safety check done on his ... (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 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 DRN2541725
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about poor workmanship and poor customer service by British Gas Insurance Limited (“BGI”) when he called on it for assistance under his home emergency insurance policy in respect of a number of issues.backgroundMr A had a home emergency insurance policy wit... (3 pages)View decision -
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 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 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
