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 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 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 DRN6537672
21 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains about the way British Gas Insurance Limited dealt with a claim under his homecare insurance policy.backgroundMr L reported a leaking shower and British Gas sent engineers to inspect. The overall findings were that the shower was in a poor condition and ... (1 page)View decision -
Decision Reference DRN-3328182
28 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3328182 The complaint Mr L is unhappy that he can’t manage his HomeCare accounts online, largely provided by British Gas Insurance Limited. What happened Mr L is unhappy that over the last two years, he’s not been able to access information about his accounts or book engineers online.... (2 pages)View decision -
Decision Reference DRN5442941
18 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P has complained about British Gas Insurance Limited. He isn’t happy with the service it provided under his home emergency policy.backgroundMr P isn’t happy that he received his renewal documentation 33 days before the service plan was due to expire, when he shoul... (1 page)View decision -
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 DRN6981324
24 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J has complained about British Gas Insurance Limited. He isn’t happy that it caused additional damage to his property after it attended under his home emergency policy.backgroundMr J had a problem in relation to a leaking shower which caused damage to his property. ... (2 pages)View decision -
Decision Reference DRN6070009
9 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about British Gas Insurance Limited. He isn’t happy that it wouldn’t fix a central heating problem under his home emergency policy.backgroundMr K took out a policy with British Gas in March 2015 and made a claim under his policy that month. He went ... (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 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
