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 2178 results
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Decision Reference DRN5908605
20 Jul 2016 British Gas New Heating Limited UpheldBanking and creditMr H complains a loan was set up in his name by British Gas New Heating Limited (“British Gas”) when he only intended to be the guarantor for the actual borrower. backgroundA relative of Mr H bought some goods from British Gas, taking out a loan to pay for them.... (2 pages)View decision -
Decision Reference DRN1011395
23 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R’s complaint is about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited. Mr R says that one of its engineers left a radiator valve open which caused a water leak and damage to his property. backgroundI issued a ... (4 pages)View decision -
Decision Reference DRN-5413628
25 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5413628 The complaint Miss M complains about the way British Gas Insurance Limited dealt with repairs to a boiler carried out under a Homecare insurance policy. What happened Miss M took out a Homecare policy to provide breakdown cover for the central heating at a property she let t... (3 pages)View decision -
Decision Reference DRN1001854
29 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited mishandled his claim under his home emergency insurance policy.backgroundIn 2010 Mr M had a back boiler system fitted by British Gas. This system was connected to an electric heater.Mr M took out a HomeCare 400 policy ... (2 pages)View decision -
Decision Reference DRN1428266
23 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R is unhappy with the level of service she received from British Gas Insurance Limited when she made a claim on her HomeCare policy.backgroundMrs R took out a HomeCare policy with British Gas in January 2017. The policy provided cover for her kitchen appliances.B... (3 pages)View decision -
Decision Reference DRN4895339
21 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs F is unhappy with the service provided by British Gas Insurance Limited in relation to her boiler, central heating and plumbing and drainage insurance policy.backgroundIn October 2016, Mrs F contacted British Gas to make a claim as her boiler was notworking prope... (3 pages)View decision -
Decision Reference DRN5915209
26 Mar 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T has complained about the service provided by British Gas Insurance Limited (“British Gas”) under a home care emergency breakdown insurance policy, saying the engineer failed to notice there was sludge in the boiler system and this failure led to the breakdown of the boiler causi... (2 pages)View decision -
Decision Reference DRN4688959
13 Feb 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs U has complained that British Gas Insurance Limited’s engineer attended her property under her Home Emergency policy and caused a leak at her property.backgroundMrs U made a claim under her British Gas Home Emergency policy in relation to her hot water and central heating system o... (2 pages)View decision -
Decision Reference DRN8515015
20 Oct 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Ms J complains about the way British Gas Services Limited has handled a home emergency claim and says hasn’t received adequate compensation for damage caused to her property.backgroundA British Gas engineer carried out some work in the loft of Ms J’s home. Shortly ... (2 pages)View decision -
Decision Reference DRN-4109262
3 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4109262 The complaint Mr L complains about British Gas Insurance Limited (“British Gas”) for failures in the service provided between November 2021 and November 2022. He wants British Gas to compensate him for the trouble and upset he and his family suffered. What happened Mr L held bo... (2 pages)View decision
