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 DRN9374480
4 Apr 2016 British Gas Services Limited UpheldInsurance (excluding PPI)Mr C has complained British Gas Services Limited won’t pay for the costs of replacing his boiler which he’d covered under their care agreement.backgroundMr C took out a boiler care agreement with British Gas in 2013. After the first annual service was completed that No... (2 pages)View decision -
Decision Reference DRN3957274
20 Nov 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr M has complained about British Gas Services Limited’s cancellation of insurance to maintain and repair his boiler. He’s also unhappy about its work relating to his existing boiler and quote for a new boiler. background In March 2015 Mr M contacted British Gas as hi... (3 pages)View decision -
Decision Reference DRN8235738
25 Apr 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G are unhappy with British Gas Insurance Limited’s service in relation to a home emergency insurance policy.backgroundIn December 2015, Mr and Mrs G found out that they only had one water tank in their property, while having their boiler replaced. The same ... (2 pages)View decision -
Decision Reference DRN2843388
17 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T’s complaint is that British Gas Insurance Limited mis-sold kitchen appliance cover to him.backgroundMr T made a claim on his kitchen appliance cover in December 2016 after a problem with his fridge-freezer. British Gas told him that it would be five days until it ... (2 pages)View decision -
Decision Reference DRN0661085
20 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms Z’s complaint is about the service provided by British Gas Insurance Limited under a home emergency insurance policy. backgroundIn June 2018, Ms Z made a claim under her policy with British Gas when a toilet in her home was continuously filling. I understand it took four visits between ... (2 pages)View decision -
Decision Reference DRN7632792
11 Jan 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr H has complained about the sale of a central heating insurance policy by British Gas Services Limited. backgroundMr H held a boiler and central heating insurance policy with British Gas. In 2014, his boiler needed to be replaced. When the policy next came up for ... (3 pages)View decision -
Decision Reference DRN-2456442
4 Feb 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2456442 The complaint Mrs L’s complaint is about the service provided under a home emergency insurance policy with British Gas Insurance Limited. Mrs L is represented in this complaint by her daughter, Miss L. What happened Mrs L has held the policy with British Gas for some time. In J... (4 pages)View decision -
Decision Reference DRN-3660257
7 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3660257 The complaint Mr C complains about British Gas Insurance Limited (“British Gas”) for not carrying out annual services as required and for leaving problems with a flue undetected and unrepaired. He wants British Gas to make changes to its processes and to compensate him for the ... (3 pages)View decision -
Decision Reference DRN1888638
18 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“British Gas”) has refused to meet the cost of repairs to the flat beneath his, caused by a water leak. Mr A believes British Gas should have identified the cause of the water leak when its contractor first came to hi... (3 pages)View decision -
Decision Reference DRN-3284767
11 Feb 2022 British Gas Services Limited Not upheldInsuranceDRN-3284767 The complaint Mr P complains that British Gas Services Limited mis-sold him his home emergency insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail again here, but I’ve summarised events below. In July ... (2 pages)View decision
