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
-
Decision Reference DRN2420211
5 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”) provided poor service when it attended to his gas boiler under his HomeCare policy.backgroundIn March 2014 BGI came to Mr B’s house and carried out a routine service and safety check of his gas central heating... (2 pages)View decision -
Decision Reference DRN9330662
8 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited (BG) whenit wasn’t able to repair his boiler as the model wasn’t on its service list.backgroundMr S has for a number of years had a HomeCare policy from BG. In 2017 he had a newboiler fitted, and he assumed it ... (4 pages)View decision -
Decision Reference DRN8267969
20 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs N complains about how British Gas Insurance Limited (BG) dealt with her Homecare insurance claim. My references to BG include its agents.backgroundIn September 2017, Mrs N contacted BG about shower waste causing a stain on her downstairs ceiling. BG’s contracted eng... (2 pages)View decision -
Decision Reference DRN6972586
11 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (BG) damaged his bathroom during work it did under his Homecare insurance policy. My references to BG include its agents.backgroundMr A claimed under his Homecare policy about problems with his bathroom waste. BG’s contra... (2 pages)View decision -
Decision Reference DRN-2768333
21 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2768333 The complaint Ms R on behalf of Mr W has complained about a boiler service undertaken by British Gas Insurance Limited (BG) that they believe led to a risk from carbon monoxide. I’ve previously issued a provisional decision in this case and have received comments from both Mr W... (4 pages)View decision -
Decision Reference DRN-5083447
8 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5083447 The complaint Mrs B has complained about the way a claim she made under her Homecare Boiler, controls and heating cover agreement was handled by British Gas Insurance Limited (BGIL). Mrs B is being represented by Mr B in her complaint. What happened In November 2023 Mrs B co... (2 pages)View decision -
Decision Reference DRN-1791710
28 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1791710 The complaint Mr G and Miss R have complained about the service they received from British Gas Insurance Limited (BG) when repairs were needed to their boiler. What happened Mr G and Miss R have a Homecare policy with BG which provides cover for their boiler, controls and centr... (4 pages)View decision -
Decision Reference DRN-4330944
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4330944 The complaint Mr H complains about British Gas Insurance Limited (“BGI”) and the service they provided after they attended his property to complete an annual service as part of the Homecare policy he held. What happened Mr H held a Homecare insurance policy, underwritten by BGI... (4 pages)View decision -
Decision Reference DRN-1954775
25 Jun 2020 British Gas Services Limited Not upheldInsuranceThe complaint Mr W complains that British Gas Services Limited (BG) wasn’t able to repair his boiler under his home emergency cover. What happened Mr W had HomeCare Four home emergency cover with BG, including boiler and central heating cover. He called BG to report that his boiler had sto... (4 pages)View decision -
Decision Reference DRN-4534952
2 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4534952 The complaint Mr B complains about the way British Gas Insurance Limited (BG) re-ran a gas pipe, following a claim under his home emergency policy. What happened Mr B held a policy with BG. In 2019, as part of a claim, BG had to re-route a gas pipe. Mr B said that he had been ... (7 pages)View decision
