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 DRN-4226600
31 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4226600 The complaint Mr D complains about British Gas Insurance Limited (“BGI”) and service they provided after he made a claim on his HomeCare insurance policy. What happened Mr D held a HomeCare insurance policy, underwritten by BGI. This policy was designed to assist Mr D both prac... (4 pages)View decision -
Decision Reference DRN6869514
12 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that damage was caused to her home because of a delay in making repairs by British Gas Insurance Limited (“BGI”).backgroundMrs S said she rang BGI in November 2017 because she’d had a leak in her kitchen overnight. She had spoken to BGI that morni... (4 pages)View decision -
Decision Reference DRN-3214208
24 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3214208 The complaint Mr M complains that he was mis-sold a home insurance policy by British Gas Services Limited. What happened Mr M bought a HomeCare 2 policy with British Gas Services (BG) in July 2018. This covers problems with his boiler, boiler controls and central heating system... (4 pages)View decision -
Decision Reference DRN7037385
23 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (BG) failed to carry out a proper check of his central heating system at its annual service. As a consequence, a fault developed resulting in excessive gas consumption.backgroundBG carried out an annual service of Mr S... (2 pages)View decision -
Decision Reference DRN5947039
9 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr A has a home emergency insurance policy with British Gas (BG) which covers the boiler and central heating system, amongst other things,... (5 pages)View decision -
Decision Reference DRN9356395
22 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about negligence and poor customer service he says he received from British Gas Insurance Limited (BG) when his boiler broke down.background Mr H had a HomeCare policy from BG. This was due to expire on 27 November 2018. Mr H told BG on 26 November that he didn’t want to ren... (4 pages)View decision -
Decision Reference DRN-1463477
17 Apr 2020 British Gas Insurance Limited UpheldInsuranceDRN-1463477 The complaintMr and Mrs A are unhappy with British Gas Insurance Limited (BG) who declined to pay for a new boiler, claimed under their home emergency policy. But later found the fault wasn’t related to the boiler. What happenedIn July 2019, Mr and Mrs A reported a fault with t... (2 pages)View decision -
Decision Reference DRN-2405601
16 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2405601 The complaint Mr P complains that British Gas Insurance Limited (BG) delayed completing repairs to his outside tap, under his home emergency policy. What happened Mr P had an outside tap that was constantly leaking and losing a lot of water. He contacted BG in April 2020 to rep... (2 pages)View decision -
Decision Reference DRN-3247483
25 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3247483 The complaint Mrs O is unhappy that British Gas Insurance Limited (BG) charged her for renewal of her Homecare boiler cover after the first year. What happened BG installed a new boiler for Mrs O when parts for her existing boiler became obsolete. Mrs O believed she also had a ... (2 pages)View decision -
Decision Reference DRN6550044
13 Jul 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited (BG) caused damage to his property when its engineer removed a toilet from a wall to try to find the source of a leak.backgroundIn November 2017 Mr W heard the sound of water leaking from an upstairs room and saw ... (2 pages)View decision
