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 DRN5576796
18 Dec 2014 British Gas New Heating Limited Not upheldBanking and creditMr C says that British Gas New Heating Limited mis-sold him a loan agreement.backgroundIn March 2013, Mr C was at his friend’s house when his friend was told that she needed a new boiler. He says the sales representative told his friend she was unable to get finance and would need a guar... (2 pages)View decision -
Decision Reference DRN-4164472
5 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4164472 The complaint Mr R complains about British Gas Insurance Limited’s (‘BG’s’) handling of his HomeCare claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. W... (2 pages)View decision -
Decision Reference DRN3089249
3 Aug 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs V complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs V complained to BG about its handling of a problem with her central heating system. BG offered to give Mrs V a free magnetic system ... (3 pages)View decision -
Decision Reference DRN3471443
31 Jan 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the service from British Gas Services Limited when its contractor fixed a leak at his property.backgroundMr H has a “Homecare” home emergency cover policy with British Gas Services Limited (BGSL).In October 2018 Mr H had a problem with the central ... (2 pages)View decision -
Decision Reference DRN7381439
6 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C has complained about the way British Gas Insurance Limited (BG) dealt with a claim she made on her home emergency policy and because she says it failed to repair damage caused by its engineer. All references to BG include its agents. background I issued a provision... (10 pages)View decision -
Decision Reference DRN9387010
11 Dec 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms M has complained about the service she received from British Gas Insurance Limited (“BG”) following a problem identified during an annual gas inspection.backgroundMs M had an annual contract with BG. In March 2015 she had an annual gas inspection of her heating system... (2 pages)View decision -
Decision Reference DRN-1540527
8 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1540527 The complaint Mrs S complains that British Gas Insurance Limited (BG) is responsible for damage caused to her boiler - during an annual service carried out under her home emergency insurance policy. What happened In September 2019, BG carried out an annual service of Mrs S’ boi... (3 pages)View decision -
Decision Reference DRN-2804477
27 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2804477 The complaint Mr G complains about British Gas Insurance Limited’s (BG) level of service given during a claim made under his home emergency insurance. What happened Mr G contacted BG to make a claim as there was a leak in a soil pipe at his home. He was told by the advisor tha... (3 pages)View decision -
Decision Reference DRN-2425550
9 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2425550 The complaint Miss P complains that British Gas Insurance Limited (“BGI”) downgraded the level of cover on her home emergency insurance policy without telling her what it was going to do, and paid a partial refund for this into her business instead of her private account. What ... (2 pages)View decision -
Decision Reference DRN9878595
10 Oct 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs B are unhappy with British Gas Services Limited in connection with their landlord protection policy its provides.backgroundThere was a leak and BG went out to trace its source and fix it. The plumber that attended though said water was getting through grouti... (2 pages)View decision
