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 2168 results
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Decision Reference DRN-1662265
17 Mar 2020 British Gas Services Limited UpheldInsuranceDRN-1662265 The complaintMrs O complains that since 2011 she has been paying premiums to British Gas Insurance Limited (“BGI”) for a home emergency insurance policy that she wasn’t aware of. What happenedIn September 2019, Mrs O received a renewal letter from BGI about a home emergency ins... (4 pages)View decision -
Decision Reference DRN2494374
9 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complained that British Gas Insurance Limited (“BGI”) had cancelled his home emergency policy.backgroundMr C had a home emergency policy with BGI. He’d had ongoing problems with his central heating, over a number of years. He contacted BGI because he had again been told to get his cen... (5 pages)View decision -
Decision Reference DRN8957479
15 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited (“BGI”) failed to fix a leak in his home before he went on holiday, and that caused significant damage while he was away. background Mr T has a home emergency policy with BGI that covers drains and plumbing. He said he contacted BGI when he... (4 pages)View decision -
Decision Reference DRN-4319039
25 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4319039 The complaint Mrs D complains about British Gas Insurance Limited’s (BG) poor service following a claim under her home emergency policy. What happened Mrs D held a home emergency policy with BG and had been a customer for over 10 years. During this time Mrs D experienced issues... (5 pages)View decision -
Decision Reference DRN-2183098
16 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2183098The complaintMr C complains about the delay and poor service he experienced when he claimed under his appliance cover with British Gas Insurance Limited (BG). What happenedMr C had Homecare and Kitchen Appliance Cover with BG. His washing machine wasn’t working, so he booked an ... (5 pages)View decision -
Decision Reference DRN-4401281
19 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4401281 The complaint Mrs C complains about damage to her home caused by British Gas Insurance Limited when they carried out repairs after she made a claim under her home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide onl... (6 pages)View decision -
Decision Reference DRN-3664787
8 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3664787 The complaint Mr D on behalf of Mrs M as policyholder for business ‘D’ has complained that delays in attending to an issue with a boiler led to damage unnecessarily being caused by a water leak. Mrs M bought a Homecare agreement with British Gas Insurance Ltd (BGIL). What happe... (2 pages)View decision -
Decision Reference DRN-3938432
1 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3938432 The complaint Mrs C complains about her annual service cover with British Gas Insurance Limited (BGIL). And their handling of a claim for her gas fire made under her home insurance policy. What happened Mrs C took out a Home Care Service 3 policy with BGIL in November 2017. The... (4 pages)View decision -
Decision Reference DRN7187811
8 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P complains about what happened when she tried to report a problem to British Gas Insurance Limited (“BGI”). Mrs P’s daughter, Ms Q, has brought this complaint on her behalf.background Ms Q said that Mrs P is in her mid-nineties. She lives alone and independently... (3 pages)View decision -
Decision Reference DRN-3235157
24 Jun 2022 British Gas Services Limited Not upheldInsuranceDRN-3235157 The complaint Mr E complains that British Gas Services Limited haven’t provided the services covered by his Homecare policy, as they cancelled and rearranged the engineer’s visit he booked in March 2021 multiple times. He wants them to refund the premiums he paid for the period... (3 pages)View decision
