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 DRN-5164353
22 Nov 2024 British Gas Insurance Limited UpheldInsuranceDRN-5164353 The complaint Mrs J complains that the actions of British Gas Insurance Limited (BG) forced her to have to cancel her boiler and gas fire policy. Mrs J is represented by her son Mr J. What happened Mrs J has been a customer of BG for many years. Her policy includes an annual... (3 pages)View decision -
Decision Reference DRN0174074
17 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S has raised a complaint about British Gas Insurance Limited (BG) who she says is responsible for the extent of damage to her ceiling because its engineers failed to identify the source of leaks.References to BG include its contractors and agents.I’ve previously issued a provisional de... (4 pages)View decision -
Decision Reference DRN-4749451
18 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4749451 The complaint Miss M is unhappy with the service provided by British Gas Insurance Limited (BGIL) following a claim made on her HomeCare policy. BGIL is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. BGIL ha... (5 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 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 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 DRN0700903
15 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains about what British Gas Insurance Limited (“BGI”) did when he reported a leak.backgroundMr R told us that he called BGI about a leak in his property. He said that BGI sent someone out, but said someone else would have to come out to fix it, because th... (3 pages)View decision -
Decision Reference DRN-1671971
30 Mar 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1671971 The complaintMr B is unhappy with the way British Gas Insurance Limited (BG) handled his claim under his HomeCare Central Heating Cover. What happenedMr B had a central heating fault which was covered by his HomeCare insurance. However, he’s unhappy with the way BG handled his ... (3 pages)View decision -
Decision Reference DRN-3495892
15 Jul 2022 British Gas Services Limited UpheldInsuranceDRN-3495892 The complaint Mr O is complaining about the service he received from British Gas Services Limited (BG). What happened Mr O took out a HomeCare Four policy with BG in January 2021. He had an issue with his boiler in February 2021 and again in March 2021. An engineer visited his ... (3 pages)View decision
