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 DRN7256312
5 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W has complained about British Gas Insurance Limited. She isn’t happy that it wouldn’t refund her laundry costs following a claim on her home care policy.backgroundMr W’s washing machine broke down and there was a delay in fixing it. Unfortunately the attending engi... (1 page)View decision -
Decision Reference DRN3512558
13 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss M complains that a repair carried out by British Gas Insurance Limited under a home emergency policy resulted in a leak which damaged her property.backgroundMiss M has a home emergency policy with British Gas. The policy provided cover for the plumbing in Miss M’s... (2 pages)View decision -
Decision Reference DRN-3157647
20 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3157647 The complaint Mr and Mrs B complain about British Gas Insurance Limited’s handling of a claim under their home emergency policy. For ease of reading I will refer to Mr B in my decision. What happened Mr B has had a home emergency policy with British Gas for many years. He says ... (3 pages)View decision -
Decision Reference DRN1864595
26 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G, on behalf of company B, has complained about British Gas Insurance Limited. She isn’t happy about the way it dealt with a claim under the home care insurance policy.backgroundBritish Gas undertook an annual service on her boiler under her home care insuranc... (2 pages)View decision -
Decision Reference DRN7355834
14 Apr 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T is unhappy with British Gas Insurance Limited’s handling of her home emergency insurance claim for damage to an external pipe which subsequently caused a gas leak. Mrs T is unhappy British Gas initially quoted to carry out the work but later said it could not undertake the ... (2 pages)View decision -
Decision Reference DRN6321818
14 May 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)British Gas Insurance Limited caused damage at Mrs R’s property while carrying out repairs to her boiler. backgroundIn 2014, British Gas attended Mrs R’s property to carry out a service on the boiler. The engineer found that the heat exchanger needed to be replaced a... (2 pages)View decision -
Decision Reference DRN4746166
31 Mar 2016 British Gas New Heating Limited UpheldBanking and creditMr M complains that British Gas New Heating Limited mis-represented the cost of the agreement it set up for him to pay for a heating system.backgroundMr M signed a contract for a new heating system dated 16 April 2014. He says that he was provided with a quote for... (3 pages)View decision -
Decision Reference DRN9009489
12 Nov 2013 British Gas Services Limited Not upheldBanking and creditMrs K’s daughter, Mrs L, complains on behalf of Mrs K that British Gas Services Limited mis- sold a finance agreement when Mrs K bought a boiler.backgroundMrs K says that when she agreed to buy a boiler from British Gas in 2007, the representative gave her the option of paying in ca... (2 pages)View decision -
Decision Reference DRN6030851
29 Aug 2013 British Gas Services Limited UpheldBanking and creditMr F complains that the amount he had to pay back under the terms of his loan agreement with British Gas Services Limited was not explained to him properly, and he would not have taken out the loan if he had known the amount he had to repay. backgroundMr F had a quote of approximately... (2 pages)View decision -
Decision Reference DRN2323677
26 Mar 2014 British Gas Services Limited UpheldBanking and creditMr E complains that he was misled into purchasing a new boiler. The boiler was purchased using a fixed sum loan with British Gas Services Limited (‘British Gas’). Mr E brings his complaint under section 75 of the Consumer Credit Act 1974.backgroundMr E says that a gas engineer visited h... (2 pages)View decision
