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 2199 results
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Decision Reference DRN-4452818
21 Mar 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4452818 The complaint Ms L complains about how British Gas Insurance Limited handled and settled a claim she made following an escape of water at her home. Ms L is represented by her sister in bringing this complaint. But for clarity – I’ll refer to all submissions as being made by Ms ... (6 pages)View decision -
Decision Reference DRN2259137
23 Sep 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss K complains about some work British Gas Insurance Limited did trying to find the cause of a leak.backgroundMiss K told us it had taken three years for BGI to resolve a water leak in her property. BGI had only offered to pay £443.69, but there was internal damage, including water damag... (6 pages)View decision -
Decision Reference DRN-2901028
2 Aug 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2901028 The complaint Mr B is unhappy with the service provided by British Gas Insurance Limited (BGIL) during claims he made under his Central Heating insurance policy. What happened Mr B had Central Heating cover with BGIL for many years. He experienced several faults with his boiler... (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 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-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 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-2335840
29 Jan 2021 British Gas Services Limited Not upheldInsuranceDRN-2335840 The complaint Mr O complains that he was mis-sold an insurance policy for his boiler and central heating system by British Gas Services Limited (‘BGS’). What happened Mr O had a HomeCare Two policy with BGS which he’d renewed for a couple of years and previously made a claim on... (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
