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 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 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 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-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 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 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-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 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-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
