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
-
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 DRN-5081299
4 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5081299 The complaint Mr M complains about British Gas Insurance Limited (“BGIL”) and the service they provided after he made a claim on his Homecare cover. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologi... (4 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 -
Decision Reference DRN-1617952
25 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1617952 The complaintMr and Mrs B are unhappy with the financial offer British Gas Services Limited (BG) made after its engineer broke their fireplace. What happenedMr and Mrs B had HomeCare One - boiler and controls cover including annual service with BG. The policy is in joint names ... (2 pages)View decision -
Decision Reference DRN6768317
13 Dec 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited (BG) is not agreeing to undertake a repair under his home emergency insurance policy. He believes that the policy covers the repair.backgroundMr R contacted BG about a faulty switch for his shower. He was initially t... (2 pages)View decision -
Decision Reference DRN-2614862
22 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2614862 The complaint Mr and Mrs M have complained about the failure by British Gas Insurance Limited (BG) to repair their dishwasher during the period of UK Covid 19 lockdown restrictions whilst continuing to receive premiums. I previously issued a preliminary decision in this case bu... (5 pages)View decision -
Decision Reference DRN9812925
30 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains that British Gas Insurance Limited (“BGI”) failed to find a leak, which caused water damage to a neighbouring property.backgroundMs B said that she’d asked BGI three times to visit her flat to find a leak that was coming from the kitchen area and was causing damage to the fl... (4 pages)View decision -
Decision Reference DRN-2326646
11 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2326646 The complaint Mr C and Mrs N complain that British Gas Insurance Limited (BG) hasn’t accepted liability for a leak in their home under their home emergency policy. What happened In April 2020 Mr C and Mrs N had no water coming into their property. BG were contacted and sent an ... (2 pages)View decision
