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 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 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 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 DRN-3948373
1 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3948373 The complaint Mr K complains that British Gas Insurance Limited failed to identify a leak from his boiler when dealing with a claim under his HomeCare insurance policy. What happened The background of this complaint is well known to both parties but, for completeness, I’ll set ... (4 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 DRN7699476
1 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms W has complained about the service British Gas Insurance Limited provided when her boiler broke down.backgroundMs W had held a home emergency insurance policy with British Gas on and off since 2012. In March 2018 Ms W reinstated the policy and later reported a problem... (2 pages)View decision -
Decision Reference DRN-4289858
8 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4289858 The complaint Mrs L and Mr M complain about the number of visits carried out by British Gas Insurance Limited (“British Gas”) to resolve an issue under their home emergency insurance policy. They also complain about the behaviour of agents during scheduled appointments. Mr M ha... (5 pages)View decision -
Decision Reference DRN-2943767
13 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2943767 The complaint Ms V says British Gas Insurance Limited did not handle a claim under her home emergency policy in a timely manner. What happened Ms V says her boiler stopped working in February 2021. She contacted British Gas and was initially told the next engineer appointment w... (2 pages)View decision -
Decision Reference DRN-4326304
31 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4326304 The complaint Mr E complains that British Gas Insurance Limited failed to complete a leak repair in his bathroom which resulted in damage to his bathroom floor. What happened Mr E had a home emergency policy with British Gas. In November 2021 he made a claim as he had a leak in... (3 pages)View decision -
Decision Reference DRN-5040930
24 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5040930 The complaint Mr D has complained about the standard of repairs carried out by his home emergency insurer, British Gas Insurance Limited (‘British Gas’), after he discovered a leak at his house . British Gas is the underwriter of this policy i.e. the insurer. During the cla... (5 pages)View decision