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 2176 results
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Decision Reference DRN6556810
15 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms M isn’t happy with the offer British Gas Insurance Limited (BGIL) made to fix some damage she says was caused by their appointed plumber.background Ms M claimed on her Homecare policy in June 2016 after her tenants reported that one of the bath taps wouldn’t turn... (4 pages)View decision -
Decision Reference DRN6566356
7 Jun 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Miss G complains about poor service provided by British Gas Services Limited (“BGS”) under her home emergency insurance policy.background Miss G has had a home emergency policy with BGS for a number of years. She complained that during 2016: BGS’s engineer didn’t carr... (3 pages)View decision -
Decision Reference DRN7859542
26 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains his British Gas Insurance Ltd (BGI) homecare insurance policy wouldn’t cover repairs to a gas pipe in his home. And that exclusions in the policy, affecting his gas pipes, weren’t identified by BGI engineers during previous service visits.backgroundMr K has a BGI Homecare in... (5 pages)View decision -
Decision Reference DRN1339169
18 Feb 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that he received poor service from British Gas Insurance Limited (BG) under his HomeCare insurance policy after he reported a leak that was causing damage to his home. He also complains about the poor complaint handling he experienced. “BG” includes its agents and contractor... (5 pages)View decision -
Decision Reference DRN-5133664
14 Nov 2024 British Gas Services Limited UpheldInsuranceDRN-5133664 The complaint Mr S complains about the service he received from British Gas Services Limited (“BGS”). What happened In February 2023, BGS sent an engineer to Mr S’s home to fix a leaking radiator valve. The heating system comprised a header tank in the loft and Mr S says the... (7 pages)View decision -
Decision Reference DRN5753705
16 Apr 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains about how British Gas Insurance Limited (BG) dealt with her homecare insurance policy. My references to BG include its agents.backgroundOn 22 March 2017 Mrs C contacted BG as she’d received a policy document showing her homecare policy was under a name no... (3 pages)View decision -
Decision Reference DRN2000872
29 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about British Gas Insurance Limited’s (BG) service under his Homecare insurance policy. My references to BG include its agents.backgroundIn April 2017 BG’s engineer told Mr B his central heating needed a power flush. Mr B says he ignored BG’s recommendation... (2 pages)View decision -
Decision Reference DRN-1785756
7 May 2020 British Gas Services Limited Not upheldInsuranceDRN-1785756 The complaintMr T complains that his annual boiler service was missed because British Gas Services Limited (BG) sent reminders to an incorrect address. What happenedMr T had Home Care Two home emergency insurance with BG which included an annual boiler service as part of the in... (2 pages)View decision -
Decision Reference DRN-3900434
23 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3900434 The complaint Mr T complains about British Gas Insurance Limited (BG) handling of his claim and poor service, under his home emergency policy. What happened Mr T contacted BG to report an issue with his hot water system. It sent some engineers to investigate and carry out repai... (2 pages)View decision -
Decision Reference DRN-4148776
7 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4148776 The complaint Mr W complains about British Gas Insurance Limited (BG) who sent him multiple invites for a boiler service, which he found harassing, under his home emergency policy. What happened Mr W held a home emergency policy with BG. He said that BG continually sent him inv... (2 pages)View decision
