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 DRN1165207
2 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains about the way British Gas Insurance Limited (“BGI”) and its authorised repairers dealt with a leak at his property when he called on BGI for assistance under his home emergency insurance policy.backgroundMr S had a property which was let to tenants. He too... (3 pages)View decision -
Decision Reference DRN-2324665
10 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2324665 The complaint Mr S is unhappy that British Gas Insurance Limited (BG) declined his claim for problems with his hot water outlets. What happened Mr S had HomeCare Three home emergency cover with BG. Over a period of two years, Mr S experienced problems with the hot water outlets... (3 pages)View decision -
Decision Reference DRN-2837393
7 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2837393 The complaint Mr D complains that British Gas Insurance Limited (BG) failed to carry out an annual service correctly and didn’t address his outstanding issues, following a claim under his home emergency policy. What happened Mr D contacted BG to carry out an annual service of h... (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 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 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-4051884
22 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4051884 The complaint Ms M and Mr M are unhappy about the handling, service and decline of a boiler claim by British Gas Insurance Limited under a home emergency HomeCare policy. The policy is in the name of Ms M and Mr M but for the purposes of this decision as Mr M as dealt with most... (4 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 -
Decision Reference DRN-2841575
3 Jun 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2841575 The complaint Ms S is unhappy about the service she received from British Gas Insurance Limited (BG) under her home emergency policy. What happened Ms S experienced problems with her boiler and contacted BG to book an engineer visit. Ms S said that she found it difficult to sec... (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
