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 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 -
Decision Reference DRN-4604440
28 Mar 2024 British Gas Insurance Limited UpheldInsuranceDRN-4604440 The complaint Mr H is unhappy with the service provided by British Gas Insurance Limited (BGI) following an incident that caused damage to his home. What happened In December 2020 BGI replaced Mr H’s unvented hot water cylinder. In October 2022 BGI sent a plumber to attend to a... (3 pages)View decision -
Decision Reference DRN-2725841
6 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2725841 The complaint Mrs H has complained that British Gas Insurance Limited (BG) failed to investigate a problem with her hot water system despite her raising this at annual service visits. I’ve previously issued a provisional decision in this case and received further comments from ... (3 pages)View decision -
Decision Reference DRN-1588892
2 Mar 2020 British Gas Services Limited Not upheldInsuranceDRN-1588892 The complaintMrs B is unhappy with the way British Gas Services Limited (BGS) have administered her HomeCare Three insurance policy. Mrs B appointed a representative when raising this complaint. For ease of reference, I will refer to them both as Mrs B in this decision. What ha... (3 pages)View decision -
Decision Reference DRN1760864
20 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P has complained about a delay by British Gas Insurance Limited (BG) under his HomeCare policy in dealing with problems he had with his central heating system.backgroundThere is some history to Mr P’s complaint. He says he contacted BG a few years ago about poorly functioning radiators ... (3 pages)View decision -
Decision Reference DRN6355558
2 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W complain that British Gas Insurance Limited (BG) isn’t performing an annual boiler service every twelve months.backgroundMr and Mrs W have a Homecare insurance policy with BG. A benefit of the insurance is that BG carries out an annual boiler service. Mr a... (2 pages)View decision -
Decision Reference DRN2057204
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited (“BG”) has charged him for work that he thinks should be covered by his Homecare 200 maintenance policy.backgroundMr W had a problem with his central heating system, which he pointed out to a BG engineer at a routine se... (2 pages)View decision -
Decision Reference DRN7367593
22 Dec 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains about how British Gas Services Limited (BG) serviced his boiler under his home care policy and about the service it gave him.backgroundMr R’s original complaint to us was that he wasn’t happy with BG’s boiler annual service and how it dealt with his... (4 pages)View decision -
Decision Reference DRN8533432
28 Jan 2016 British Gas New Heating Limited Not upheldBanking and creditMr S’s complaint is about his fixed sum loan agreement with a third party (“T”). It was sold tohim by British Gas New Heating Limited, trading as British Gas, (“BG”) to finance theinstallation of a gas boiler. Mr S said that BG’s sales consultant didn’t fully exp... (4 pages)View decision
