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 2198 results
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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 -
Decision Reference DRN2351041
3 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H has complained that British Gas Insurance Limited (BG) wouldn’t fix his boiler because a spare part was declared to be obsolete, and misled him into believing that the boiler remained covered under his HomeCare policy when it wasn’t.I issued a provisional decision in this case and rec... (4 pages)View decision -
Decision Reference DRN8940138
5 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains about what British Gas Insurance Limited (“BGI”) did when he had a leak.backgroundMr M has an insurance policy with BGI which covers repairs to the plumbing system in his home. He told us that he rang BGI on 7 June, when he saw a damp patch on his c... (4 pages)View decision -
Decision Reference DRN0508112
1 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D has complained about the service he’s received from British Gas Insurance Limited (“BG”) under his Homecare 100 policy.backgroundMr D took out a BG Homecare 100 policy in October 2014. Shortly afterwards BG undertook the first service and inspection of his boiler un... (2 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 DRN2833914
27 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms S complains that British Gas Insurance Limited’s (BG) didn’t repair her boiler under her Home Care insurance policy. My references to BG include its agents.backgroundMs S’ boiler failed and BG’s engineers told her it couldn’t be repaired as the part that needed r... (2 pages)View decision -
Decision Reference DRN-2185325
6 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2185325 The complaint Ms B has complained that she has been overcharged over a number of years for her HomeCare policy by British Gas Insurance Limited (BG). References to BG include its agents. What happened The background to this case is well known to both parties and has been set ou... (2 pages)View decision -
Decision Reference DRN-2959584
5 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2959584 The complaint Mr R is unhappy about the service provided by British Gas Services Limited (BG) when he claimed about a dishwasher fault under his appliance insurance policy What happened Mr R had an insurance policy with BG which provides for the repair of kitchen appliances or ... (4 pages)View decision -
Decision Reference DRN-5463310
21 May 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5463310 The complaint Mrs R complains about that the lack of action taken by engineers appointed by British Gas Insurance Limited (BGIL) to detect the source of a leak. What happened Mrs R held a home emergency insurance policy with BGIL. She reported there was evidence of a leak as... (2 pages)View decision -
Decision Reference DRN-5123460
2 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5123460 The complaint Mr and Mrs M have complained about the way British Gas Insurance Limited (BGI) dealt with a claim under their HomeCare insurance policy. References to BGI in this decision include its agents. What happened In mid-November 2023 Mr and Mrs M took out a home eme... (2 pages)View decision
