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 2168 results
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Decision Reference DRN-2939591
18 Aug 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2939591 The complaint Mrs L complains that British Gas Insurance Limited has declined her claim for damage to a sink. She says damage was caused by its engineer replacing a tap under her home emergency policy. What happened Mrs L contacted British Gas in March 2021 when a tap was leaki... (2 pages)View decision -
Decision Reference DRN-4493370
17 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4493370 The complaint R, a limited company, complains that HSBC UK Bank Plc (“HSBC”) failed to prevent a British Gas direct debit payment of £44,134.78 being erroneously taken from its account which, R says, caused it financial loss and distress and inconvenience. Mr A – sole director ... (2 pages)View decision -
Decision Reference DRN6000163
4 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Services Limited caused his radiator to leak, damaging his property.backgroundMr M has a British Gas HomeCare policy. In early November 2018 British Gas attended Mr M’s property to fix his heating. Mr M says the British Gas engineer ... (2 pages)View decision -
Decision Reference DRN6043147
23 Oct 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E complains that British Gas Insurance Limited mishandled his claim on a HomeCare policy.backgroundMr E had a loft bathroom with a basin in it. To provide hot water, he had an electric instant water heater. It started to leak. He complained when British Gas declined to replace it.The... (2 pages)View decision -
Decision Reference DRN-3938176
16 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3938176 The complaint Mrs B has complained that British Gas Insurance Limited (British Gas) didn’t carry out an annual service on her boiler under her home emergency policy. Mrs B is represented on this case by Mr B, who I will sometimes refer to as well. What happened Mrs B complained... (2 pages)View decision -
Decision Reference DRN9285901
8 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs N complain that British Gas Insurance Limited gave them poor service under a home care policy.backgroundMr and Mrs N asked British Gas for help with a boiler problem in August. They complained that – after broken appointments and many visits – British Gas did not fix the pro... (1 page)View decision -
Decision Reference DRN3579629
9 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr I has complained about British Gas Services Limited. He isn’t happy about the service British Gas Services Limited provided following a repair under his home emergency policy.backgroundMr I made a claim under his home emergency policy. This was because he had p... (2 pages)View decision -
Decision Reference DRN1120270
2 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs A have complained that British Gas Insurance Limited’s engineer carried out a flue test on a fire at their property resulting in smoke coming into their living room and the subsequent damage caused.backgroundMr and Mrs A had a British Gas engineer attend their property in No... (1 page)View decision -
Decision Reference DRN9460622
18 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that an engineer from British Gas Insurance Limited broke her bathroom window when he was at her home repairing a blocked toilet.backgroundMrs S has a British Gas insurance policy which covers various parts of her home. She made a claim for a blocked ... (2 pages)View decision -
Decision Reference DRN6676822
27 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about British Gas Insurance Limited. They believe it condemned their boiler unnecessarily following a claim under their home care policy.backgroundMr and Mrs H say that British Gas incorrectly condemned their boiler. They want it to pay for... (2 pages)View decision
