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 DRN-2594914
15 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2594914 The complaint Mrs B has complained about the way in which British Gas insurance Limited (BG) handled a repair that she asked for when her expansion tank came off the wall where BG had originally fixed it. What happened In May 2016, BG replaced Mrs B’s hot water cylinder and fit... (3 pages)View decision -
Decision Reference DRN2903031
20 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs P complain about the service they received from British Gas Insurance Limited (“BGI”) when they reported a blocked pipe. Mrs P has brought this complaint to our service.backgroundMr and Mrs P have a home emergency insurance policy with BGI which covers t... (3 pages)View decision -
Decision Reference DRN-2964154
15 Nov 2021 British Gas Services Limited Not upheldInsuranceDRN-2964154 The complaint Mr and Mrs Q complain about the delays and poor handling of their boiler service under their ‘Central Heating Care’ policy provided by British Gas Services (BG). What happened Mr and Mrs Q had a boiler installed in 2015 by BG which came with a five-year warranty a... (3 pages)View decision -
Decision Reference DRN-5072878
20 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5072878 The complaint Mr S is unhappy that British Gas Insurance Limited (“BG”) didn’t clear or repair his toilet drain after he claimed under his HomeCare insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve summarised what I think... (3 pages)View decision -
Decision Reference DRN-1488576
9 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1488576 The complaint Ms K complains that British Gas Insurance Limited (BG) incorrectly charged her a policy excess fee, on her home emergency insurance. What happened In February 2019, BG attended Ms K’s home and carried out an annual service. The day after the service Ms K reported ... (3 pages)View decision -
Decision Reference DRN-1120011
19 Jun 2020 British Gas Insurance Limited Not upheldInsuranceThe complaint Mr L complains that British Gas Insurance Limited (BG) failed to identify the problem with his heating, leaving him unable to use it. He’s unhappy with the level of service BG provided. What happened Mr L had Homecare Four Service and Breakdown cover with BG. He started havin... (3 pages)View decision -
Decision Reference DRN-3227983
18 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3227983 The complaint Mrs M complains that British Gas Insurance Limited (BG) has failed to repair or replace her boiler under her home emergency policy despite multiple visits. She wants BG to replace the boiler. What happened Mrs M has been represented by her husband but for conviven... (3 pages)View decision -
Decision Reference DRN-3755588
16 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3755588 The complaint Mr M has complained that British Gas Insurance Limited (BGIL) won’t meet the costs he paid to replace his gas boiler. Mr M held a Homecare agreement with BGIL. What happened Mr M held a HomeCare agreement with BGIL. In March 2021 a technician attended to inspect M... (4 pages)View decision -
Decision Reference DRN9836499
6 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms H complains about British Gas Insurance Limited (“BGI”) failing to arrange her annual service, and the potentially severe consequences of that. background Ms H has home emergency insurance with BGI which covers her for an annual service and repairs to her gas boiler.... (4 pages)View decision -
Decision Reference DRN-3599501
7 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3599501 The complaint Mrs M is unhappy that British Gas Insurance Limited (BG) didn’t carry out her annual boiler service or attend to her boiler breakdown. What happened Mrs M bought a HomeCare Four home emergency policy with BG in January 2020. The policy provided cover for her boile... (4 pages)View decision
