Making a complaint. Make a complaint about Home Services

How we will try to resolve your complaint

As soon as we receive your complaint, we’ll do our best to resolve it quickly. Where we can’t, we’ll aim to acknowledge within 48 hours. We’ll also let you know who’s dealing with your complaint should you wish to contact us.

If your case is complex or involves a number of issues, we may need more time to make sure we’ve covered everything. And if that’s the case, we’ll make sure we keep you up to date – either by telephone or in writing.

We hope we can agree a way forward that you’ll be happy with. If you’re not satisfied with our final response, or it’s been more than eight weeks since we received your complaint, you may be able to take it to the Financial Ombudsman Service. If your complaint relates to an activity or product, that’s not regulated by the FCA, and you’re not satisfied with our final response, you may be able to take it to our Alternative Dispute Resolution provider, CDRL, under their Utilities ADR scheme. Where appropriate, we’ll let you know which organisation can help you further when we provide our final response.

Both are free, independent services which consider complaints about our range of products, services and financial services matters.

https://www.cdrl.org.uk/utilities-adr/
www.financial-ombudsman.org.uk

Complaints handling procedure

View a copy of our complaints handling procedure and policy How we handle complaints (PDF 805.9KB).

Complaints data

We are committed to working hard to provide an excellent customer experience. This includes dealing with any problems that may arise in a fair and efficient way, and with minimal disruption to our customers. We welcome all customer feedback, as this provides us with further opportunity to learn from our mistakes and continually improve our service.

The following summary shows the number of complaints we received from 1^st July 2024 to 31^st December 2024. It has been prepared in line with guidelines from the Financial Conduct Authority.

During the reporting period we received 57,808 complaints from customers with one or more of our insurance products.

Putting this into context, our customers currently hold 5.5m insurance policies across our business, which means the complaints received represent 1% of policies in force.

British Gas Services Limited

General Insurance Activities

Total

Number of complaints opened

57,808

Number of complaints opened per 1000 policies in force

10.50

Number of complaints closed

56,598

Percentage closed within 3 days

67%

Percentage closed after 3 days but within 8 weeks

29%

Percentage upheld

95%

Main cause of complaints opened

Delays/timescales

Our return combines our two regulated businesses: British Gas Services Ltd (BGSL) and British Gas Insurance Ltd (BGIL), and are shown as a joint return on the FCA website.

Firm names: British Gas Services Ltd (BGSL), British Gas Insurance Ltd (BGIL)
Period covered in this report: 1^st July 2024 to 31^st December 2024
Brands/trading names covered: British Gas HomeCare® Cover