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
-
Decision Reference DRN2589638
3 Aug 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains about work carried out by British Gas Insurance Limited under his Home Emergency insurance policy.backgroundIn May 2018, Mr K called British Gas because of a leak at his property and waste water was rising from the kitchen sink whenever the upstairs toilet was flushed.Britis... (3 pages)View decision -
Decision Reference DRN6683448
20 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited continued to take payments for a home care policy – after it knew that it could not get spare parts to repair the flue of his boiler.backgroundMr B was paying for an annual policy by instalments. He complained after an annual service ... (2 pages)View decision -
Decision Reference DRN7804255
19 Jun 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S has complained about British Gas Services Limited. He isn’t happy about a repair it undertook following an attendance under his home emergency policy.backgroundMr S asked British Gas to look at a leak around his shower and a repair was undertaken. However, the leak... (1 page)View decision -
Decision Reference DRN2318803
5 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Miss B feels her home emergency policy was mis-sold because her shared water pipes aren’t covered and a claim for a leak has been declined. She also believes British Gas Services Limited have set up a direct debit without her permission. Miss B would like to be reimburs... (2 pages)View decision -
Decision Reference DRN7731608
18 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy. backgroundBritish Gas replaced Mr P’s central heating boiler under his policy. Mr P complained about the position of the new boiler and generally a... (2 pages)View decision -
Decision Reference DRN6479122
11 Feb 2015 British Gas New Heating Limited Not upheldBanking and creditMr B, as executor of the estate of the late Mr C, complains that British Gas New Heating Limited mis-sold a finance agreement to Mr C before his death. The finance was to pay for the provision and installation of a new boiler and heating system. backgroundIn September 2011, Mr C was v... (2 pages)View decision -
Decision Reference DRN8804822
20 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains about the service she received from British Gas Insurance Limited under her home care policy.backgroundMs C’s boiler was making a noise. So British Gas sent out an engineer to investigate. Ms C said the engineer advised that the boiler needed to be rep... (2 pages)View decision -
Decision Reference DRN3273670
20 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited mishandled his claim on a home care policy.backgroundBritish Gas provided insurance cover and carried out repairs and an annual service. Mr K says that – a few weeks after a service - his builder cut a central heating pipe and got a plu... (3 pages)View decision -
Decision Reference DRN6041498
9 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Services Limited hadn’t acted fairly or reasonably when dealing with his home emergency policy. He wants compensation.backgroundMr H had a home emergency policy with British Gas. He said that it had failed to carry out an annual service of his boiler as requ... (2 pages)View decision -
Decision Reference DRN0607265
8 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained about the handling of a claim under his plumbing and drainage insurance policy with British Gas Insurance Limited.backgroundMr A was advised in 2018 that some water pipes needed replacing. Mr A says the cost of that work should have been covered ... (2 pages)View decision
