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 2269 results
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Decision Reference DRN9799744
25 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”):1.over a number of years when it was servicing his central heating boiler under his home emergency insurance policy failed to warn him that it was suffering from a corrosion issue that could result in it having to be replaced at any... (3 pages)View decision -
Decision Reference DRN0174074
17 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S has raised a complaint about British Gas Insurance Limited (BG) who she says is responsible for the extent of damage to her ceiling because its engineers failed to identify the source of leaks.References to BG include its contractors and agents.I’ve previously issued a provisional de... (4 pages)View decision -
Decision Reference DRN-4749451
18 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4749451 The complaint Miss M is unhappy with the service provided by British Gas Insurance Limited (BGIL) following a claim made on her HomeCare policy. BGIL is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. BGIL ha... (5 pages)View decision -
Decision Reference DRN0700903
15 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains about what British Gas Insurance Limited (“BGI”) did when he reported a leak.backgroundMr R told us that he called BGI about a leak in his property. He said that BGI sent someone out, but said someone else would have to come out to fix it, because th... (3 pages)View decision -
Decision Reference DRN-1671971
30 Mar 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1671971 The complaintMr B is unhappy with the way British Gas Insurance Limited (BG) handled his claim under his HomeCare Central Heating Cover. What happenedMr B had a central heating fault which was covered by his HomeCare insurance. However, he’s unhappy with the way BG handled his ... (3 pages)View decision -
Decision Reference DRN8957479
15 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited (“BGI”) failed to fix a leak in his home before he went on holiday, and that caused significant damage while he was away. background Mr T has a home emergency policy with BGI that covers drains and plumbing. He said he contacted BGI when he... (4 pages)View decision -
Decision Reference DRN-4319039
25 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4319039 The complaint Mrs D complains about British Gas Insurance Limited’s (BG) poor service following a claim under her home emergency policy. What happened Mrs D held a home emergency policy with BG and had been a customer for over 10 years. During this time Mrs D experienced issues... (5 pages)View decision -
Decision Reference DRN-4401281
19 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4401281 The complaint Mrs C complains about damage to her home caused by British Gas Insurance Limited when they carried out repairs after she made a claim under her home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide onl... (6 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 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