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 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 DRN8046592
8 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited’s (BG) service under his home care insurance policy. My references to BG include its agents.backgroundOn 12 June 2017 BG’s engineer attended Mr A’s property to carry out an annual service on the warm air unit and circul... (3 pages)View decision -
Decision Reference DRN-2661878
20 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2661878 The complaint Miss A complains that British Gas Insurance Limited (BG), carried out a poor standard of repair under her home emergency insurance policy. What happened Miss A contacted BG to report a leak in her home. It sent an engineer who found that the leak was due to a plu... (3 pages)View decision -
Decision Reference DRN-3116858
23 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3116858 The complaint Mr H has complained about the service he received from British Gas Insurance Limited (BG) under his HomeCare policy when he contacted it about a problem with his hot water. References in this decision to BG include references to its agents and contractors. What ha... (3 pages)View decision -
Decision Reference DRN-3997658
14 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3997658 The complaint Mrs V and Mr W complain about British Gas Insurance Limited (BGI) and their failure to repair a leak connected to their central heating system in March 2021. Mrs V and Mr W are unhappy that BGI are now refusing to pay for the repairs needed to fix a hole in their ... (4 pages)View decision -
Decision Reference DRN-5128028
3 Dec 2024 British Gas Insurance Limited UpheldInsuranceDRN-5128028 The complaint Mr M complains about the service he received from British Gas Insurance Limited during an annual boiler service visit. What happened Mr M held a residential HomeCare policy with British Gas Insurance Limited – hereafter referred to as BGI. On 23 August 2023, ... (4 pages)View decision -
Decision Reference DRN-3217058
16 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3217058 The complaint Ms C is unhappy that British Gas Insurance Limited (BG) cut her handbasin tap in half and replaced it with a different type when it responded to her claim under her home emergency policy. What happened Ms C claimed under her plumbing home emergency cover because ... (5 pages)View decision -
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 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 -
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
