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
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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-4101512
9 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4101512 The complaint Mrs S has complained about the service she received from British Gas Insurance Limited (BGIL) when she made a claim under her Home Care cover policy. What happened Mrs S made a claim to BGIL when she discovered water damage in her home. A number of engineers atten... (2 pages)View decision -
Decision Reference DRN-2358818
23 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2358818 The complaint Ms H complains about the service she received from British Gas Insurance Limited (“BGIL”), when she made a claim on her central heating breakdown cover insurance policy. What happened Ms H contacted BGIL when her boiler stopped heating the water in her home. An en... (2 pages)View decision -
Decision Reference DRN-4759537
12 Jun 2024 British Gas Services Limited Not upheldInsuranceDRN-4759537 The complaint Mr B has complained that British Gas Services Limited (BG), when servicing his boiler, increased the operating temperature and as a consequence Mr B was caused extra costs. What happened Mr B has explained that when BG’s engineers carried out annual services on hi... (2 pages)View decision -
Decision Reference DRN-2416161
26 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2416161 The complaint Mr K complains that British Gas Insurance Limited (BG) reduced the cover under his home emergency policy but refused to reduce the premium to reflect this. What happened Mr K had a home emergency policy with BG covering his boiler, central heating, plumbing, drain... (2 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 DRN2208136
21 Apr 2015 British Gas New Heating Limited Not upheldBanking and creditMr H complains that British Gas New Heating Limited (“BGNHL”) told him that his loan agreement with a third party (“V”) had an interest rate of 6.5%, but over a year later he discovered that the interest rate was in fact 21.6%.backgroundBGNHL arranged a loan for Mr H ... (2 pages)View decision -
Decision Reference DRN3306701
12 Jun 2014 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)Mr T complains that Amtrust International Underwriters Ltd declined to attend a claim for the boiler at Mrs N’s property as he was not the policyholder.backgroundMr T contacted Amtrust in November 2012 as the boiler at Mrs N’s property had broken down. During the call, Mr T made Amtrust... (2 pages)View decision -
Decision Reference DRN-2544559
7 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2544559 The complaint Mr A complains about British Gas Insurance Limited (BGIL) and their decision to decline his claim for a leaking hot water tank, before cancelling his policy altogether. What happened Mr A took out a Homecare insurance policy with BGIL in August 2020. This policy i... (4 pages)View decision -
Decision Reference DRN-5296627
24 Feb 2025 British Gas Services Limited Not upheldInsuranceDRN-5296627 The complaint Miss B complains that when British Gas Services Limited (“BG”) serviced her boiler, it didn’t notice problems with its installation. What happened Miss B had a boiler repair and servicing policy with BG covering her domestic boiler. In March 2022 Miss B had her... (3 pages)View decision
