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 2168 results
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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 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 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 DRN2241265
18 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss H complains that British Gas Insurance Limited (“BGI”) won’t pay under her home emergency policy to fix a leak in the water supply to her home.backgroundMiss H said that she had a home emergency policy with BGI. She asked BGI to send an engineer, to repair a le... (6 pages)View decision -
Decision Reference DRN-3200833
18 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3200833 The complaint Mr Y complains that British Gas Insurance Limited (BG) has failed to carry out service visits and make a repair on his boiler under his home emergency policy. He wants his own plumber’s expenses reimbursed and compensation for the inconvenience. What happened Mr Y... (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-3103026
9 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3103026 The complaint Mr T complains about British Gas Insurance Limited (BG) who failed to provide an annual service, regarding his home emergency insurance. What happened BG contacted Mr T inviting him to book for an annual service of this boiler. At the time, Mr T was unable to book... (3 pages)View decision -
Decision Reference DRN-3136779
1 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3136779 The complaint Mr and Mrs H complain about the delay caused by British Gas Insurance Limited (BG) in having their radiator fixed under their Home Care policy. What happened Mr and Mrs H said they told BG about their faulty radiator in January 2021 and were told it would be a mon... (3 pages)View decision -
Decision Reference DRN-3751020
8 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3751020 The complaint Mr P complains that British Gas Insurance Limited (BG) didn’t provide a full service of his boiler under his home emergency policy. He said this led to him needing to replace his boiler. What happened Mr P held a home emergency policy with BG from March 2021 to Ma... (3 pages)View decision
