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 2255 results
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Decision Reference DRN-3247483
25 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3247483 The complaint Mrs O is unhappy that British Gas Insurance Limited (BG) charged her for renewal of her Homecare boiler cover after the first year. What happened BG installed a new boiler for Mrs O when parts for her existing boiler became obsolete. Mrs O believed she also had a ... (2 pages)View decision -
Decision Reference DRN-1617952
25 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1617952 The complaintMr and Mrs B are unhappy with the financial offer British Gas Services Limited (BG) made after its engineer broke their fireplace. What happenedMr and Mrs B had HomeCare One - boiler and controls cover including annual service with BG. The policy is in joint names ... (2 pages)View decision -
Decision Reference DRN6768317
13 Dec 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited (BG) is not agreeing to undertake a repair under his home emergency insurance policy. He believes that the policy covers the repair.backgroundMr R contacted BG about a faulty switch for his shower. He was initially t... (2 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 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-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 DRN-2326646
11 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2326646 The complaint Mr C and Mrs N complain that British Gas Insurance Limited (BG) hasn’t accepted liability for a leak in their home under their home emergency policy. What happened In April 2020 Mr C and Mrs N had no water coming into their property. BG were contacted and sent an ... (2 pages)View decision -
Decision Reference DRN-2358818
23 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2358818 The complaint Ms H complains about the service she received from British Gas Insurance Limited (“BGIL”), when she made a claim on her central heating breakdown cover insurance policy. What happened Ms H contacted BGIL when her boiler stopped heating the water in her home. An en... (2 pages)View decision -
Decision Reference DRN-4101512
9 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4101512 The complaint Mrs S has complained about the service she received from British Gas Insurance Limited (BGIL) when she made a claim under her Home Care cover policy. What happened Mrs S made a claim to BGIL when she discovered water damage in her home. A number of engineers atten... (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