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 2255 results
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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 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 -
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 DRN8123168
1 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B has complained about British Gas Insurance Limited. He isn’t happy that it charged him for a repair under his home emergency policy.backgroundMr B had a leak in February 2016 and British Gas attended his property. It asked Mr B to pay for the repair as it said... (1 page)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 DRN-3011526
23 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3011526 The complaint Ms F complains about the poor level of workmanship following a claim under a home emergency policy with British Gas Insurance Limited (BG). What happened In April 2018 Ms F contacted BG as she had a leak under her bath. It sent an engineer who replaced the bath w... (3 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 DRN5257900
12 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F complains about problems that she says have been caused by faulty installation of a new central heating system. She brings her complaint about British Gas Insurance Limited (BGI).backgroundIn August 2014 Mrs F had a new central heating system installed by British Gas. The system was ... (3 pages)View decision