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 2254 results
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Decision Reference DRN0517230
23 Sep 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains about the service he’s received from British Gas Services Limited. He is represented by Mr C but I’ll just refer to Mr L in this decision.backgroundMr L had solar panels installed by British Gas and as part of the installation he received a five yea... (2 pages)View decision -
Decision Reference DRN3249419
13 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D is unhappy with the amount by which his heating insurance policy with British Gas Insurance Limited has gone up in recent years. backgroundMr D has had the same cover with British Gas since January 2010. He’s unhappy that his premium has increased significantly ... (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 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 DRN-5037443
23 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5037443 The complaint Mr H complains that the service he received from British Gas Insurance Limited when dealing with a leak at his home was poor and resulted in damage to his home. What happened Mr H holds a home emergency policy provided by British Gas. In March 2023 he reported... (5 pages)View decision -
Decision Reference DRN1197567
6 Aug 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited mishandled his claim on a home assistance insurance policy.background The British Gas policy covered certain central heating repairs but not the costs of either flushing sludge from the system or putting right design defe... (2 pages)View decision -
Decision Reference DRN3564640
19 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W’s complaint is about the service provided by British Gas Insurance Limited in relation to a boiler and central heating insurance policy. backgroundMrs W has held the boiler insurance policy with British Gas for some time. The cover includes an annual service of the boiler. In April 2... (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 DRN-1705830
7 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1705830The complaintMr P is complaining about the repairs carried out under his home emergency insurance provided by British Gas Insurance Limited (British Gas). What happenedMr P has had a home emergency insurance policy with British Gas for many years. In early May 2018, British Gas ... (3 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