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 DRN-1902737
19 Jun 2020 British Gas Insurance Limited Not upheldInsuranceThe complaint Mr H has complained about British Gas Insurance Limited. He isn’t happy that his premium increased after a claim under his home emergency insurance policy. What happened Mr H had his home emergency policy with British Gas. When his premium increased at the time of renewal he ... (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 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 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-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 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 -
Decision Reference DRN0227116
8 Aug 2013 British Gas New Heating Limited UpheldBanking and creditMrs C complains that she was sold a finance agreement by British Gas New Heating Limited to pay for the installation of a new boiler after she had said she wanted to pay cash. When she tried to pay-off the agreement she was quoted a higher amount than the price British Gas had guaranteed... (2 pages)View decision