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 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 -
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 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 DRN-4904104
14 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4904104 The complaint Mr R and the estate of the late Mr R have complained about the way British Gas Insurance Limited carried out the annual boiler service under a HomeCare agreement. They are represented by Miss R in bringing this complaint. What happened Mr R and the estate of t... (2 pages)View decision -
Decision Reference DRN-2186941
18 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2186941The complaintMs D has complained about the offer made to her by British Gas Insurance Limited (BG)when two bathroom tiles were damaged in the course of a repair.I’ve previously issued a provisional decision in this matter and did not receive any further information from Ms D or ... (3 pages)View decision -
Decision Reference DRN1637017
11 Apr 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T is unhappy about the level of service received from British Gas Insurance Limited under his Kitchen Appliance Cover policy. British Gas failed to attend an appointment to repair an appliance. Mr T had to call several times that day to find out what was happening, incurring c... (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 DRN-2762133
19 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2762133 The complaint Mr W complains that British Gas Insurance Limited (BG) failed to deal with the damage it caused to his home under his British Gas Home Cover. What happened I set out the background to the complaint within my provisional decision and also here. When Mr W noticed so... (4 pages)View decision -
Decision Reference DRN6399737
19 Aug 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B complains about British Gas Insurance Limited. backgroundMrs B held a policy covering her boiler with British Gas. When they attended for their first look at this they would not work on the boiler as they felt someone else had tried to interfere with it, their ... (1 page)View decision -
Decision Reference DRN-1599108
6 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1599108The complaintMr H complains that British Gas Insurance Limited (BG) won’t pay for a replacement boiler at his property What happenedMr H had a Homecare insurance policy with British Gas that provided servicing and breakdown cover for his boiler. In January 2019, a BG engineer at... (2 pages)View decision
