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 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-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-3605015
28 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3605015 The complaint Mr J complains about British Gas Service Limited (BGS) and the way they handled the claim he made on his Home Emergency insurance policy. What happened Mr J held a Home Emergency insurance policy provided by BGS for a tenanted property. In September 2021, Mr J’s t... (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 -
Decision Reference DRN-2342194
13 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2342194 The complaint Mr A complains that British Gas Insurance Limited (BG) is responsible for poor service in connection with his kitchen appliance cover of his home emergency insurance policy. What happened In March 2019, Mr A contacted BG to report an issue with his washing machine... (3 pages)View decision -
Decision Reference DRN3315534
22 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Company B complains that, without telling it, British Gas Insurance Limited (“BGI”) changed the terms of its home emergency insurance policy after it took out the policy. It’s represented in bringing this complaint by its director, Mr F.background Company B owned a num... (4 pages)View decision -
Decision Reference DRN-2795848
11 May 2021 British Gas Services Limited Not upheldInsuranceDRN-2795848 The complaint Mr R complains about British Gas Services Limited (BGS) and the length of time it took them to repair a fault to the heating system of his rental property. What happened Mr R owned a property which he let out to tenants. He took out an insurance policy with BGS to... (3 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 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 -
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
