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 2255 results
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Decision Reference DRN-3137635
24 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3137635 The complaint Mr E complains about British Gas Insurance Limited (BG), regarding safety issues with his boiler, under his home emergency policy. What happened Mr E had a boiler that was around 25 years old, that hadn’t been installed by BG. He also held a home emergency policy ... (3 pages)View decision -
Decision Reference DRN-4188312
21 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4188312 The complaint Mr G complains that British Gas Insurance Limited (BG) sold him a boiler cover policy different to the one he’d asked for. What happened In November 2021, Mr G contacted BG to take out boiler cover for his tenanted property. He told BG that the boiler had a fault ... (5 pages)View decision -
Decision Reference DRN-2231501
6 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2231501 The complaint Mr C complains that British Gas Insurance Limited (BG) failed to repair a leak properly following a claim under his home emergency insurance policy. Reference to BG also includes its agents where applicable. What happened In September 2016 Mr C contacted BG as he ... (2 pages)View decision -
Decision Reference DRN-4034271
21 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4034271 The complaint Mr S has complained about an engineer assigned by British Gas Insurance Limited (BGIL) who caused damage to his home while carrying out repairs to their boiler. Mr S is unhappy with the settlement BGIL has offered to repair the damage it accepts was caused by its ... (3 pages)View decision -
Decision Reference DRN8017782
1 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about the service he received from British Gas Insurance Limited (BGIL) when it undertook an annual service on a gas fire covered under a HomeCare Four insurance policy.backgroundMr T has a HomeCare Four policy with BGIL which provides cover, in certain ... (3 pages)View decision -
Decision Reference DRN5532382
30 Nov 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains about the standard of work carried out by British Gas Insurance Limited (BG) under a HomeCare Three Agreement. He says there was a lack of reasonable care and skill in the services provided. background There is a detailed background which I don’t intend to rehearse in full. ... (6 pages)View decision -
Decision Reference DRN2000872
29 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about British Gas Insurance Limited’s (BG) service under his Homecare insurance policy. My references to BG include its agents.backgroundIn April 2017 BG’s engineer told Mr B his central heating needed a power flush. Mr B says he ignored BG’s recommendation... (2 pages)View decision -
Decision Reference DRN-1785756
7 May 2020 British Gas Services Limited Not upheldInsuranceDRN-1785756 The complaintMr T complains that his annual boiler service was missed because British Gas Services Limited (BG) sent reminders to an incorrect address. What happenedMr T had Home Care Two home emergency insurance with BG which included an annual boiler service as part of the in... (2 pages)View decision -
Decision Reference DRN-3900434
23 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3900434 The complaint Mr T complains about British Gas Insurance Limited (BG) handling of his claim and poor service, under his home emergency policy. What happened Mr T contacted BG to report an issue with his hot water system. It sent some engineers to investigate and carry out repai... (2 pages)View decision -
Decision Reference DRN-4148776
7 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4148776 The complaint Mr W complains about British Gas Insurance Limited (BG) who sent him multiple invites for a boiler service, which he found harassing, under his home emergency policy. What happened Mr W held a home emergency policy with BG. He said that BG continually sent him inv... (2 pages)View decision