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-2037639
2 Oct 2020 British Gas Services Limited Not upheldInsuranceDRN-2037639 The complaint Mr A is unhappy that British Gas Services Limited (BG) hasn’t provided cover for the boiler in his rental property, and he complains about the customer service he received. What happened Mr A had HomeCare Two boiler and central heating cover with BG. The policy wa... (2 pages)View decision -
Decision Reference DRN-3551370
1 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3551370 The complaint Mr D is unhappy with the compensation British Gas Insurance Limited (BG) paid him after it damaged his boiler during a service. What happened Mr D had a home emergency policy with BG, which included an annual boiler service. During the routine check, part of the b... (3 pages)View decision -
Decision Reference DRN-4539441
29 Jan 2024 British Gas Services Limited Not upheldInsuranceDRN-4539441 The complaint Mr J complains that British Gas Insurance Limited (BG) caused damage to his home, following a claim under his home emergency policy. What happened Mr J contacted BG as he had a blocked sink at his home. It sent an engineer who whilst attempting to remove the block... (3 pages)View decision -
Decision Reference DRN-1065244
26 Feb 2020 Legal & General Insurance Limited UpheldInsuranceDRN-1065244 The complaintMr C is unhappy that Legal and General Insurance Limited (L&G) rejected his claim for Trace and Access costs against his buildings insurance. What happenedMr C reported to L&G that he heard dripping sounds behind the wall in his downstairs bathroom after he... (2 pages)View decision -
Decision Reference DRN5532382
30 Nov 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains about the standard of work carried out by British Gas Insurance Limited (BG) under a HomeCare Three Agreement. He says there was a lack of reasonable care and skill in the services provided. background There is a detailed background which I don’t intend to rehearse in full. ... (6 pages)View decision -
Decision Reference DRN-5118704
6 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5118704 The complaint Mr C complains about the service he received after making a claim on his HomeCare insurance policy and is unhappy about how British Gas Insurance Limited [“BG”] dealt with the repairs to his boiler. What happened Mr and Mrs C are represented by a third party in... (3 pages)View decision -
Decision Reference DRN-3137635
24 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3137635 The complaint Mr E complains about British Gas Insurance Limited (BG), regarding safety issues with his boiler, under his home emergency policy. What happened Mr E had a boiler that was around 25 years old, that hadn’t been installed by BG. He also held a home emergency policy ... (3 pages)View decision -
Decision Reference DRN-4188312
21 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4188312 The complaint Mr G complains that British Gas Insurance Limited (BG) sold him a boiler cover policy different to the one he’d asked for. What happened In November 2021, Mr G contacted BG to take out boiler cover for his tenanted property. He told BG that the boiler had a fault ... (5 pages)View decision -
Decision Reference DRN-3114365
29 Oct 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3114365 The complaint Mrs M complains about British Gas Insurance Limited’s (BG) poor service following a claim under her home emergency policy. What happened Mrs M reported a leak in her boiler to BG. It sent an initial engineer who didn’t fully fix the problem. Following this, Mrs M ... (2 pages)View decision -
Decision Reference DRN-2390172
3 Feb 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2390172 The complaint Ms B and Mr B are unhappy with the way British Gas Insurance Limited (BG) handled their annual boiler service appointments. What happened Ms B and Mr B had HomeCare Two home emergency cover, including an annual boiler service, with BG. For ease, I’ll refer only to... (3 pages)View decision
