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 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-1610574
19 Jun 2020 British Gas Services Limited Not upheldInsuranceThe complaint Mr E complains that British Gas Services Limited (BG) didn’t treat him fairly when he needed an appointment for a problem with his hot water. What happened Mr E had HomeCare Four home emergency cover with BG. There was a problem with his hot water so he made an appointment on... (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-2911410
2 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2911410 The complaint Mr and Mrs R are unhappy with the settlement British Gas Insurance Limited (BG) offered after it caused an escape of water in their home. For ease, I’ll refer only to Mr R throughout my decision. What happened Mr R had Home Emergency cover with BG. It replaced the... (3 pages)View decision -
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 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 -
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-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 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
