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 2270 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 DRN4074433
11 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S is unhappy with the service provided by British Gas Insurance Limited in relation to a claim under an appliance insurance policy. background Mr S had a problem with his dishwasher and made a cl aim under the policy British Gas attended and determined that the dis... (2 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 DRN5509253
14 Nov 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss B says that British Gas Insurance Limited mishandled a claim under a home emergency policy that resulted in a leak causing damage to her home.backgroundMiss B has a home emergency policy. In January 2016 she discovered a leak and called British Gas. It sent an en... (2 pages)View decision -
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 DRN8842182
21 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr F has complained about British Gas Insurance Limited. He isn’t happy about the service he received under his home care insurance policy.background Mr F had a service and inspection undertaken at his rental property. British Gas said that there was a problem with ... (1 page)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 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 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 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