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 2269 results
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Decision Reference DRN9862302
8 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that, as part of his home emergency insurance policy, British Gas Insurance Limited (“BGI”):1.didn’t, in the course of his annual service, check and clean the magnetic filter unit attached to his boiler; and2.wouldn’t replace a worn fibre washer in th... (3 pages)View decision -
Decision Reference DRN9121931
13 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains about work British Gas Insurance Limited (BG) carried out following a claim she made under her home insurance policy. She says BG caused extensive damage to her house while fixing a leak and wants it to pay her repair costs.backgroundIn late 2016 Ms... (2 pages)View decision -
Decision Reference DRN2678850
25 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited (“BG”) wouldn’t repair his boiler unless he paid for further work to be done. backgroundMr W’s tenants had a problem with their heating system. Mr W had a policy with BG that covered this so an appointment was made fo... (3 pages)View decision -
Decision Reference DRN1257528
30 Jun 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Miss S complains about poor claims handling by British Gas Services Limited (“BGS”) when her central heating boiler broke down and she called on BGS under her home emergency policy.backgroundMiss S initially had a problem with the fan on her central heating boiler, ... (3 pages)View decision -
Decision Reference DRN-4104740
18 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4104740 The complaint Mr S is unhappy that British Gas Insurance Limited won’t pay his claim for a solar thermal element under his BG HomeCare policy. What happened Mr S contacted BG as there was a fault and his water wasn’t heating up. Mr S said there was a delay of several months aft... (3 pages)View decision -
Decision Reference DRN-2490113
8 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2490113 The complaint Mr M complains that British Gas Insurance Limited (BG) failed to carry out an annual service and increased his premiums, under his home emergency policy. It should be noted that the insurer in this complaint is British Gas Insurance Limited, who is the business wh... (4 pages)View decision -
Decision Reference DRN0354693
13 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complained that British Gas Insurance Limited (“BGI”) charged him the policy excess from his home emergency policy to repair some damage that a previous BGI engineer had caused while doing work under the same policy. background Mr C said that BGI sent a plumber to... (4 pages)View decision -
Decision Reference DRN-3018143
8 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3018143 The complaint Mr H complains about British Gas Insurance Limited (BG) who declined a claim under his home emergency policy. What happened Mr H contacted BG as his boiler had lost heating and hot water. It told him that it couldn’t send an engineer for a few weeks partly due to ... (3 pages)View decision -
Decision Reference DRN4989544
19 Sep 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Ms F’s complaint is about the way British Gas Services Limited (BG) renewed her HomecarePolicy.backgroundIn early November 2016, BG sent Ms F a renewal quote for Ms F’s policy for the propertyshe rented out at a significantly higher premium than the previous year. Bu... (2 pages)View decision -
Decision Reference DRN2101458
11 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited (“BGI”) wasn’t able to respond within a reasonable time when he called on it under his home emergency insurance policy after his central heating boiler broke down. He wants BGI to reimburse what he had to pay a third ... (3 pages)View decision