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 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 -
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-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 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 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-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-1990474
30 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1990474 The complaint Mr P is unhappy that British Gas Insurance Limited (BG) carried out an incomplete repair on his boiler and then withdrew cover. What happened Mr P had HomeCare central heating, plumbing and electrical cover with BG. His new cover included a first repair visit, dur... (3 pages)View decision -
Decision Reference DRN-5413168
3 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5413168 The complaint The estate of Mrs B complains about British Gas Insurance Limited (“BGI”) and the service provided after they made a claim on the HomeCare insurance policy they held. The estate of Mrs B has been Mrs M, it’s executor. So, for ease of reference, I will refer to ... (3 pages)View decision -
Decision Reference DRN1389972
27 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms T complains that British Gas Insurance Limited refused to do repairs on her home.backgroundMs T got in touch with us to tell us about a claim that BGI had declined. She said that BGI had told her it wouldn’t cover her for a leak at her property, because the copper ... (3 pages)View decision
