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 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 DRN9791930
13 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs W’s complaint is about the service provided by British Gas Insurance Limited inrelation to a central heating insurance policy.backgroundI issued a provisional decision on this matter in November 2019, part of which is copied below: “Mr and Mrs W reported that the pressure in the... (3 pages)View decision -
Decision Reference DRN8885844
4 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms L complains about the poor service she received from British Gas Insurance Limited when she made a claim under her HomeCare insurance policy.background Ms L made a claim for a problem with her boiler on 3 January 2013. British Gas visited Ms L’s home on 3 January and ordered a part, ... (2 pages)View decision -
Decision Reference DRN5636191
22 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs D’s complaint arises from a central heating insurance policy withBritish Gas Insurance Limited.backgroundI issued a provisional decision on this matter in May 2020, part of which is copied below: “Mr and Mrs D have held a policy with British Gas for some years. In October 2018, ... (6 pages)View decision -
Decision Reference DRN4116724
7 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains about the workmanship of British Gas Insurance Limited (“British Gas”) when it installed a hot water tank and expansion vessel at his property. backgroundBritish Gas attended Mr J’s property in January 2013 to install a hot water tank and expansion vessel. Mr J said the exp... (2 pages)View decision -
Decision Reference DRN0047755
12 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L has complained that British Gas Insurance Limited won’t cover the damage to her property. Mrs L believes that the damage wouldn’t have occurred if British Gas’ engineer had done his job effectively.backgroundThe tenants living at Mrs L’s property reported a... (3 pages)View decision -
Decision Reference DRN-3675575
7 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3675575 The complaint Mr D complains that British Gas Insurance Limited should have repaired his boiler under the home emergency policy he held with them. He says failure to do so resulted in him replacing the boiler and incurring significant extra costs. What happened The details of t... (2 pages)View decision -
Decision Reference DRN-4862270
21 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4862270 The complaint Mr A is unhappy that British Gas Insurance Limited (British Gas) declined his claim to repair a leak in his bathroom. What happened Mr A has a home emergency policy with British Gas. The underwriter is British Gas, and the policy covers plumbing and drains cove... (3 pages)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 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