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 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 DRN2457657
13 Apr 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas attended Mr A’s property to deal with a problem relating to his central heating boiler.Mr A later complained to British Gas abou... (2 pages)View decision -
Decision Reference DRN8804822
20 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains about the service she received from British Gas Insurance Limited under her home care policy.backgroundMs C’s boiler was making a noise. So British Gas sent out an engineer to investigate. Ms C said the engineer advised that the boiler needed to be rep... (2 pages)View decision -
Decision Reference DRN6041498
9 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Services Limited hadn’t acted fairly or reasonably when dealing with his home emergency policy. He wants compensation.backgroundMr H had a home emergency policy with British Gas. He said that it had failed to carry out an annual service of his boiler as requ... (2 pages)View decision -
Decision Reference DRN3273670
20 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited mishandled his claim on a home care policy.backgroundBritish Gas provided insurance cover and carried out repairs and an annual service. Mr K says that – a few weeks after a service - his builder cut a central heating pipe and got a plu... (3 pages)View decision -
Decision Reference DRN0607265
8 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained about the handling of a claim under his plumbing and drainage insurance policy with British Gas Insurance Limited.backgroundMr A was advised in 2018 that some water pipes needed replacing. Mr A says the cost of that work should have been covered ... (2 pages)View decision -
Decision Reference DRN-4103905
23 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4103905 The complaint Mrs M complains about the service she received from British Gas Insurance Limited following a claim she made on her home emergency insurance policy. Reference to British Gas includes its agents. What happened Mrs M held a home emergency insurance policy with Briti... (2 pages)View decision -
Decision Reference DRN7812338
11 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr B complained to British Gas that its engineer had broken the drainage trap in his shower, when trying to unblock it. And, being unhappy ... (1 page)View decision -
Decision Reference DRN4402896
6 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited declined to carry out a repair under her homecare policy when it diagnosed faults during its first service.our initial conclusionsOur Adjudicator did not recommend that the complaint be upheld. He concluded that British Gas h... (2 pages)View decision -
Decision Reference DRN-3628051
25 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3628051 The complaint Mr W is unhappy as he says that a British Gas Insurance Limited engineer should have noticed a leak coming from his boiler, when they gave it an annual service. He says failure to do so, caused increased damage and repair costs. What happened The details of this c... (2 pages)View decision