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 2219 results
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Decision Reference DRN-1722598
10 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1722598The complaintMr S is unhappy that British Gas Services Limited (BG) changed his communication preferences, leading to threats of debt collection after he missed its payment requests. What happenedMr S had Homecare with Central Heating cover with BG. He made a claim under his pol... (3 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 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 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-1640417
4 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-1640417 The complaint Mr L is unhappy with the delays and poor service he experienced when making a claim under his Appliance Cover with British Gas Insurance Limited (BG). What happened Mr L had HomeCare with Kitchen Appliance Cover with BG. His microwave oven (oven) broke and BG atte... (3 pages)View decision -
Decision Reference DRN9120581
22 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs W complain that British Gas Insurance Limited (BG), when replacing a cracked toilet pedestal, fitted a replacement that left damage. All references to BG include its agents.I’ve previously issued a provisional decision in relation to this complaint. Neither... (3 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 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 -
Decision Reference DRN-5245392
7 Jan 2025 British Gas Insurance Limited UpheldInsuranceDRN-5245392 The complaint Mr C is unhappy that British Gas Insurance Limited (“BG”) unnecessarily advised him to have a power flush. What happened The background to this complaint is well-known to both parties and has been shared throughout our investigation. I’ve set out a summary of w... (5 pages)View decision -
Decision Reference DRN5282882
18 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”):1.provided poor customer service when he had issues with his central heating boiler and called on BGI under his home emergency policy; and2.shut down his central heating boiler as dangerous which led him to replace it unnecessarily.... (3 pages)View decision
