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 2255 results
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Decision Reference DRN2494374
9 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complained that British Gas Insurance Limited (“BGI”) had cancelled his home emergency policy.backgroundMr C had a home emergency policy with BGI. He’d had ongoing problems with his central heating, over a number of years. He contacted BGI because he had again been told to get his cen... (5 pages)View decision -
Decision Reference DRN-1662265
17 Mar 2020 British Gas Services Limited UpheldInsuranceDRN-1662265 The complaintMrs O complains that since 2011 she has been paying premiums to British Gas Insurance Limited (“BGI”) for a home emergency insurance policy that she wasn’t aware of. What happenedIn September 2019, Mrs O received a renewal letter from BGI about a home emergency ins... (4 pages)View decision -
Decision Reference DRN-5415821
9 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5415821 The complaint Mr D is unhappy with the service that he received from British Gas Insurance Limited (‘BG’) when a fault was discovered with his boiler during the annual boiler service and gas safety certification under his HomeCare insurance cover. In particular, Mr D wasn’t ... (3 pages)View decision -
Decision Reference DRN-3938432
1 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3938432 The complaint Mrs C complains about her annual service cover with British Gas Insurance Limited (BGIL). And their handling of a claim for her gas fire made under her home insurance policy. What happened Mrs C took out a Home Care Service 3 policy with BGIL in November 2017. The... (4 pages)View decision -
Decision Reference DRN-3664787
8 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3664787 The complaint Mr D on behalf of Mrs M as policyholder for business ‘D’ has complained that delays in attending to an issue with a boiler led to damage unnecessarily being caused by a water leak. Mrs M bought a Homecare agreement with British Gas Insurance Ltd (BGIL). What happe... (2 pages)View decision -
Decision Reference DRN7187811
8 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P complains about what happened when she tried to report a problem to British Gas Insurance Limited (“BGI”). Mrs P’s daughter, Ms Q, has brought this complaint on her behalf.background Ms Q said that Mrs P is in her mid-nineties. She lives alone and independently... (3 pages)View decision -
Decision Reference DRN-3235157
24 Jun 2022 British Gas Services Limited Not upheldInsuranceDRN-3235157 The complaint Mr E complains that British Gas Services Limited haven’t provided the services covered by his Homecare policy, as they cancelled and rearranged the engineer’s visit he booked in March 2021 multiple times. He wants them to refund the premiums he paid for the period... (3 pages)View decision -
Decision Reference DRN-2183098
16 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2183098The complaintMr C complains about the delay and poor service he experienced when he claimed under his appliance cover with British Gas Insurance Limited (BG). What happenedMr C had Homecare and Kitchen Appliance Cover with BG. His washing machine wasn’t working, so he booked an ... (5 pages)View decision -
Decision Reference DRN-4604440
28 Mar 2024 British Gas Insurance Limited UpheldInsuranceDRN-4604440 The complaint Mr H is unhappy with the service provided by British Gas Insurance Limited (BGI) following an incident that caused damage to his home. What happened In December 2020 BGI replaced Mr H’s unvented hot water cylinder. In October 2022 BGI sent a plumber to attend to a... (3 pages)View decision -
Decision Reference DRN-2725841
6 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2725841 The complaint Mrs H has complained that British Gas Insurance Limited (BG) failed to investigate a problem with her hot water system despite her raising this at annual service visits. I’ve previously issued a provisional decision in this case and received further comments from ... (3 pages)View decision