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 2269 results
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Decision Reference DRN9120581
22 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs W complain that British Gas Insurance Limited (BG), when replacing a cracked toilet pedestal, fitted a replacement that left damage. All references to BG include its agents.I’ve previously issued a provisional decision in relation to this complaint. Neither... (3 pages)View decision -
Decision Reference DRN5282882
18 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”):1.provided poor customer service when he had issues with his central heating boiler and called on BGI under his home emergency policy; and2.shut down his central heating boiler as dangerous which led him to replace it unnecessarily.... (3 pages)View decision -
Decision Reference DRN-2493978
10 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2493978 The complaint Mr O complains that when servicing his boiler, British Gas Insurance Limited (BG) damaged it and it took eight weeks to repair it, during which time he was without heating and hot water. I’ve previously issued a provisional decision in this case. In response to it... (3 pages)View decision -
Decision Reference DRN-3473546
19 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3473546 The complaint Mrs C complains British Gas Insurance Limited (BGI) has unfairly declined a claim she’s made on her Homecare boiler insurance policy and provided her with poor customer service. What happened The background to this complaint is well known to the parties and has be... (3 pages)View decision -
Decision Reference DRN-2215092
5 Mar 2021 British Gas Insurance Limited UpheldInsuranceDRN-2215092 The complaint Mr S complains about the way British Gas Insurance Ltd (“BGI”) responded when he made a claim under his home emergency insurance policy after his central heating boiler broke down. What happened Mr S had a home emergency insurance policy with BGI for some years. ... (3 pages)View decision -
Decision Reference DRN-1949012
17 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1949012The complaintMr M has complained about his home plumbing and drains insurer, British Gas Insurance Limited (BG), because it started work to clear a drain at his home but didn’t manage to unblock it and when he claimed his excess payment back from his credit card BG threatened de... (3 pages)View decision -
Decision Reference DRN8372508
24 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (BG) has contributed to the premature failure of his boiler.backgroundMr B had a Home Emergency policy with BG for a number of years that covered a rental property. When Mr B had an annual gas safety check done on his ... (3 pages)View decision -
Decision Reference DRN1165207
2 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains about the way British Gas Insurance Limited (“BGI”) and its authorised repairers dealt with a leak at his property when he called on BGI for assistance under his home emergency insurance policy.backgroundMr S had a property which was let to tenants. He too... (3 pages)View decision -
Decision Reference DRN5979076
13 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss P complains that when British Gas Insurance Limited’s (BG) engineer visited her property to undertake work he caused damage to her carpet.I’ve previously issued a provisional decision in respect of this complaint. BG didn’t respond to the provisional decision. Mi... (3 pages)View decision -
Decision Reference DRN-2324665
10 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2324665 The complaint Mr S is unhappy that British Gas Insurance Limited (BG) declined his claim for problems with his hot water outlets. What happened Mr S had HomeCare Three home emergency cover with BG. Over a period of two years, Mr S experienced problems with the hot water outlets... (3 pages)View decision