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 DRN5533377
2 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited’s (BG) failure to properly repair a leak under his Homecare insurance policy caused damage to his home. He also complains about BG’s service. My references to BG include its agents.backgroundOn 13 April 2018 Mr T contacted BG when he discov... (3 pages)View decision -
Decision Reference DRN-3997658
14 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3997658 The complaint Mrs V and Mr W complain about British Gas Insurance Limited (BGI) and their failure to repair a leak connected to their central heating system in March 2021. Mrs V and Mr W are unhappy that BGI are now refusing to pay for the repairs needed to fix a hole in their ... (4 pages)View decision -
Decision Reference DRN-2484260
18 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2484260 The complaint Mr and Mrs M complain that British Gas Insurance Limited (BG) has unfairly declined their claim under their home emergency policy. What happened Mr and Mrs M rent out a property. The tenants contacted BG as they complained that they had no heating and hot water. T... (3 pages)View decision -
Decision Reference DRN2096650
8 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited (“BGI”) wouldn’t pay for a replacement central heating boiler after he called on BGI under his home emergency insurance policy, its engineer damaged his existing boiler, and it couldn’t be repaired.backgroundI issued a provisional decision ... (4 pages)View decision -
Decision Reference DRN8046592
8 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited’s (BG) service under his home care insurance policy. My references to BG include its agents.backgroundOn 12 June 2017 BG’s engineer attended Mr A’s property to carry out an annual service on the warm air unit and circul... (3 pages)View decision -
Decision Reference DRN1706488
17 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B is unhappy with the service provided by British Gas Insurance Limited (BG) under the HomeCare4 policy he has with them. He complains that BG didn’t carry out an annual service and its negligence has contributed to the damage to his boiler. BackgroundMr B’s British... (3 pages)View decision -
Decision Reference DRN0309345
18 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the service he received from British Gas Insurance Limited (BG) when his boiler broke down.backgroundMr D has a HomeCare Two policy with BG which provides cover for his boiler, controls and central heating and provides an annual service.On 17 January 2019, BG performed... (3 pages)View decision -
Decision Reference DRN9799744
25 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”):1.over a number of years when it was servicing his central heating boiler under his home emergency insurance policy failed to warn him that it was suffering from a corrosion issue that could result in it having to be replaced at any... (3 pages)View decision -
Decision Reference DRN-4169798
6 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4169798 The complaint Mr R complains about British Gas Insurance Limited (“BGI”) and the level of service he received when he made a claim on his insurance policy. What happened Mr R held an insurance policy, underwritten by BGI. This policy was designed to cover appliances such as his... (3 pages)View decision -
Decision Reference DRN7963511
8 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L have complained that they’ve been paying for home insurance cover from British Gas Insurance Limited (BG) when BG isn’t able to provide the spare parts needed to repair their boiler.backgroundMr and Mrs L have had a home insurance policy with BG since 2... (3 pages)View decision
