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-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-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-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 DRN3638061
19 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited left her heating system in a worse state after it attempted some repairs under her Homecare 300 policy and the required repairs aren’t covered by the policy.backgroundI issued a provisional decision on this matter on 22 ... (5 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-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 -
Decision Reference DRN-3481629
17 May 2022 British Gas Services Limited Not upheldInsuranceDRN-3481629 The complaint Mr B has complained about the failure of British Gas Services Limited (BG) to provide an annual service of his gas boiler and a number of rescheduled appointments. What happened Mr B has a HomeCare agreement with BG. This provides him with some insurance products ... (3 pages)View decision -
Decision Reference DRN0413282
24 Mar 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr K complains that he hasn’t received a satisfactory service from British Gas Insurance Limited (BG) under his annual service contract and that BG hasn’t satisfactorily addressed his concerns.backgroundSince July 2010 Mr K has had a contract with BG for the maintenance ... (2 pages)View decision -
Decision Reference DRN-4945164
2 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4945164 The complaint Mr N and Mrs N complain about British Gas Insurance Limited’s handling of a claim made under their boiler and central heating insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary he... (5 pages)View decision
