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 2269 results
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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 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 DRN0783562
3 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss H complains about British Gas Insurance Limited’s (BG) failed repair under her Homecare insurance policy and about BG’s poor service. My references to BG include its agents.backgroundIn August 2017 Miss H had a gas pipe leak which was repaired by BG after some difficulties. Miss H has... (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 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 -
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-2747709
12 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2747709 The complaint Mr C complains that British Gas Insurance Limited (‘BG’) have treated him unreasonably by not providing the services he paid for as part of his Homecare policy. What happened Mr C had an existing HomeCare Four policy with BG which he’d had for several years. It pr... (5 pages)View decision -
Decision Reference DRN-2814933
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2814933 The complaint Mr P complains that British Gas Insurance Limited (“BGI”) provided poor customer service when his central heating boiler broke down, and he called on BGI under his home emergency insurance policy. What happened On 1 December 2020 Mr P contacted BGI and set up a n... (3 pages)View decision -
Decision Reference DRN2510253
19 Jul 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr M cancelled his policy with BG on 29 December 2016 and he took out home emergency cover with another insurer on 6 January 2017.On 10 Jan... (3 pages)View decision -
Decision Reference DRN4541306
12 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W and Ms M complain that British Gas Insurance Limited’s (BG) engineer damaged the wooden flooring in their home when changing a radiator under their HomeCare policy, and BG has unreasonably declined to pay for the damage.backgroundMr W said that when BG’s engineer serviced their heatin... (3 pages)View decision