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 2255 results
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Decision Reference DRN3165064
21 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs P, who have a Homecare policy with British Gas Insurance Ltd (BG), complain BG refused to carry out repairs on their boiler, leaving them without central heating or hot water for many months. They also complain a BG engineer was rude and intimidating, and an agreed upgrade to th... (6 pages)View decision -
Decision Reference DRN1477961
21 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited (BG) failed to provide a satisfactory annual service of her boiler under her HomeCare policy.backgroundMrs L had a HomeCare policy with BG for several years. An annual boiler service, which she received as part of the policy, was due in Ma... (3 pages)View decision -
Decision Reference DRN-4548585
16 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4548585 The complaint Mrs U has complained about the service she received from British Gas (BG) when the boiler and heating system in her rental property broke down, and about the certification of her boiler as safe. References to BG are to British Gas Insurance Limited (BGI) and Briti... (6 pages)View decision -
Decision Reference DRN9935964
17 Nov 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G complain that following a service visit, British Gas Insurance Limited (BG) left them without a working boiler and also terminated their HomeCare policy. background Mr and Mrs G had a HomeCare policy with BG which provided cover for their boiler and heating system. This also p... (3 pages)View decision -
Decision Reference DRN7165910
19 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited (“BGI”) failed to investigate and stop a leak from his central heating boiler which he reported to BGI under his home emergency insurance policy. The leak later worsened and caused damage to his home.backgroundIn August 2018 Mr G contacted ... (3 pages)View decision -
Decision Reference DRN9209234
7 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about the work British Gas Insurance Limited (BG) did under its annual boiler services under his home care insurance policy.Mr C will see that my decision is about a different part of British Gas than the investigator’s opinion letter was about. BG is the... (2 pages)View decision -
Decision Reference DRN5079911
18 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains about how British Gas Insurance Limited (BG) dealt with her HomeCare insurance policy claim. My references to BG include its agents.backgroundOn 26 January 2018 Mrs H discovered water leaking through the living room ceiling in her home. She contacted BG to deal with the lea... (3 pages)View decision -
Decision Reference DRN9925167
4 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited (“BGI”) caused unnecessary damage to tiling in his bathroom when he called on it under his home emergency insurance policy to repair a leak.backgroundMr C had a home emergency policy with BGI. When he had a leak in his ... (3 pages)View decision -
Decision Reference DRN6095690
1 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr F complains about the service he’s received from British Gas Insurance Limited (“BG”) under his HomeCare policy.backgroundFor a number of years Mr F has had a HomeCare 200 policy from BG. This provides him with an annual service visit. His policy year runs from 9 ... (2 pages)View decision -
Decision Reference DRN-3435984
1 Jun 2022 British Gas Insurance Limited UpheldInsuranceDRN-3435984 The complaint Mr L complains that his kitchen floor developed a hairline crack after British Gas Insurance Limited (BG) replaced his flooring following a claim under his home emergency insurance policy. What happened In 2015, Mr L claimed under his home emergency policy after h... (3 pages)View decision