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 DRN5071591
4 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that compensation offered to her by British Gas Insurance Limited (BG) following damage caused by BG is inadequate.backgroundMrs P has central heating breakdown cover provided by BG. She called it to fix a small leak from her hot water cylinder. On 19... (3 pages)View decision -
Decision Reference DRN8307034
31 Jul 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited (“BGI”) caused damage to her home when it came out to make repairs under her home emergency policy. backgroundMrs L had a new water tank installed in her loft. The tank ruptured, and BGI’s engineer attended to make repairs. But while he wa... (5 pages)View decision -
Decision Reference DRN1468150
14 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S complain about the service they received from British Gas Insurance Limited (BG) when they had a problem with the electrical system in their home.backgroundMr and Mrs S had an electrical problem at their home. Mrs S got an electric shock when switching o... (3 pages)View decision -
Decision Reference DRN-3709658
21 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3709658 The complaint Mrs M complains that British Gas Insurance Limited (BG) caused damage to her property, and to the one below, when their plumber attended on a callout under her home emergency policy. What happened Mrs M had a home emergency policy with BG for a tenanted flat. The ... (3 pages)View decision -
Decision Reference DRN-3777960
8 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3777960 The complaint Mr G complains that British Gas Insurance Limited (BG) broke his heating system when it worked on his boiler, and then refused to refund the costs of the repairs. What happened Mr G had boiler cover with BG for his rental property. The policy provided cover for th... (3 pages)View decision -
Decision Reference DRN-2069618
21 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2069618The complaintMr M is unhappy that British Gas Insurance Limited (BG) rescheduled his home emergency appointment without telling him, causing him to lose a day’s holiday from work. What happenedMr M had HomeCare One with BG which included an annual boiler service. He booked an ap... (3 pages)View decision -
Decision Reference DRN-1512565
30 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1512565 The complaintMr W and the Estate of Mrs W complain that British Gas Insurance Limited (BG) has broken their boiler and won’t repair or replace it. This left them without heating and hot water over winter. Mr W and Mrs W took out a home emergency insurance with BG in November 20... (3 pages)View decision -
Decision Reference DRN8794136
20 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H has complained that British Gas Insurance Limited (BG) didn’t carry out the annual service of his boiler during the policy year as his contract provided for.background Mr H has a Homecare agreement with BG that provides insurance against various problems arising w... (3 pages)View decision -
Decision Reference DRN8499490
23 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy at the way British Gas Insurance Limited (BG) dealt with a claim he made on his home emergency cover policy.Reference to BG includes its plumbing engineers, contractors and agents.backgroundMr L has a property which he rents to tenants. He has BG Homecare which provides cov... (2 pages)View decision -
Decision Reference DRN-4217233
25 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4217233 The complaint Mr P complains about the way British Gas Insurance Limited (BG) handled his boiler breakdown and annual service appointment. What happened Mr P had boiler, controls and central heating cover with BG. The policy included an annual boiler service. Mr P’s boiler deve... (3 pages)View decision
