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-2435572
27 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2435572 The complaint X and Mr S have complained that they received conflicting advice from British Gas Insurance Limited (BG) about the safety of the boiler in their rental property and were rushed into replacing it. What happened The background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-3820069
17 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3820069 The complaint Mr W complained about British Gas Insurance Limited (BG) who were unable to repair his boiler, following a claim under his home emergency cover. What happened Mr W held a home emergency policy with BG, that covered repairs to his boiler amongst other things. He co... (3 pages)View decision -
Decision Reference DRN-2956093
3 Aug 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2956093 The complaint Mr E complains about the way that British Gas Services Limited (BG) handled his claims under his home emergency policy. What happened Mr E came home to find that a tap was leaking, there was also an issue with a cistern. He called BG who sent an engineer and fitte... (3 pages)View decision -
Decision Reference DRN2731230
23 Mar 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Services Limited (“BGS”) has been charging him for a home emergency policy that he understood he’d cancelled.backgroundMr R told us that he had a visit from an engineer in 2012, under his boiler repair insurance policy. That engineer said ... (3 pages)View decision -
Decision Reference DRN-4439330
15 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4439330 The complaint Mrs P complains that British Gas Insurance Limited (BG) increased her home emergency policy premium each year because she was a loyal customer. The policy was in Mrs P’s name and her son, Mr P, acted on her behalf. For ease of reading, I’ll simply refer to Mrs P t... (4 pages)View decision -
Decision Reference DRN5758603
18 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains about the length of time it took British Gas Insurance Limited (“BGI”) to fully restore power to her home, after she claimed on her home emergency policy.backgroundMrs J told us that she had a home emergency policy with BGI. She rang it late on a S... (3 pages)View decision -
Decision Reference DRN-1890597
1 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1890597 The complaint Mrs E is unhappy that British Gas Insurance Limited (BG) won’t repair her kitchen floor after it was damaged during work on the drains. What happened Mrs E had home emergency cover with BG, including plumbing and drains cover. Mr E dealt with the complaint on her ... (3 pages)View decision -
Decision Reference DRN-1863532
17 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1863532 The complaint Ms W is unhappy with the service British Gas Insurance Limited (BG) provided when she reported a leak. What happened Ms W had HomeCare Four home emergency landlord cover with BG for a flat which she let. The tenant told Ms W that a pipe was leaking into the flat d... (4 pages)View decision -
Decision Reference DRN-1844242
8 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1844242 The complaint Mr and Mrs D have complained about the failure by British Gas Insurance Limited (BG) to resolve a problem they had with their electricity supply in a timely manner which caused them stress and anxiety. What happened Mr and Mrs D had a problem with their electricit... (3 pages)View decision -
Decision Reference DRN-4207421
27 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4207421 The complaint Mrs W complains about British Gas Insurance Limited’s (BG) level of service, following a claim on her home emergency policy. What happened Mrs W contacted BG as her boiler had broken down. She obtained an appointment online, and was given the earliest available da... (4 pages)View decision
