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 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 -
Decision Reference DRN8066937
19 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms R and Mr K complain about the handling of a claim by British Gas Insurance Limited (BG). backgroundMs R and Mr K had a regular heating check. In 2012 (and prior to that) all results were clear and they were not told of any problems. In 2013 there was a leak, this was found to be ... (1 page)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 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 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 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 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 DRN4933699
8 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited (“BGI”): failed on a number of occasions to properly repair his central heating boiler when he called on BGI under his home emergency insurance policy; and caused water leaks and damage to his property and possessions.backgroundI issued a... (4 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 DRN3455780
22 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited (“BGI”) failed to check her central heating system properly when it agreed to take it on under her home emergency insurance policy. The result was that she continued to use the system for several years with substand... (4 pages)View decision