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 2198 results
-
Decision Reference DRN6869514
12 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that damage was caused to her home because of a delay in making repairs by British Gas Insurance Limited (“BGI”).backgroundMrs S said she rang BGI in November 2017 because she’d had a leak in her kitchen overnight. She had spoken to BGI that morni... (4 pages)View decision -
Decision Reference DRN3250450
13 Mar 2015 British Gas New Heating Limited Not upheldBanking and creditMr Q complains that British Gas New Heating Limited (“BGNHL”) told him that his loan agreement with a third party (“V”) would be for five years, but he discovered in 2014 that it was for ten years.our initial conclusionsThe adjudicator did not recommend that the complaint should ... (2 pages)View decision -
Decision Reference DRN-4226600
31 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4226600 The complaint Mr D complains about British Gas Insurance Limited (“BGI”) and service they provided after he made a claim on his HomeCare insurance policy. What happened Mr D held a HomeCare insurance policy, underwritten by BGI. This policy was designed to assist Mr D both prac... (4 pages)View decision -
Decision Reference DRN-3214208
24 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3214208 The complaint Mr M complains that he was mis-sold a home insurance policy by British Gas Services Limited. What happened Mr M bought a HomeCare 2 policy with British Gas Services (BG) in July 2018. This covers problems with his boiler, boiler controls and central heating system... (4 pages)View decision -
Decision Reference DRN7037385
23 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (BG) failed to carry out a proper check of his central heating system at its annual service. As a consequence, a fault developed resulting in excessive gas consumption.backgroundBG carried out an annual service of Mr S... (2 pages)View decision -
Decision Reference DRN5947039
9 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr A has a home emergency insurance policy with British Gas (BG) which covers the boiler and central heating system, amongst other things,... (5 pages)View decision -
Decision Reference DRN-4583143
20 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4583143 The complaint Mr W complains that British Gas Insurance Limited (BG) broke his radiator when carrying out repairs. What happened Mr W had a Homecare policy underwritten by BG which provided cover for central heating, plumbing and drains, and home electrics. He said BG made matt... (2 pages)View decision -
Decision Reference DRN-5081299
4 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5081299 The complaint Mr M complains about British Gas Insurance Limited (“BGIL”) and the service they provided after he made a claim on his Homecare cover. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologi... (4 pages)View decision -
Decision Reference DRN-2405601
16 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2405601 The complaint Mr P complains that British Gas Insurance Limited (BG) delayed completing repairs to his outside tap, under his home emergency policy. What happened Mr P had an outside tap that was constantly leaking and losing a lot of water. He contacted BG in April 2020 to rep... (2 pages)View decision -
Decision Reference DRN6550044
13 Jul 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited (BG) caused damage to his property when its engineer removed a toilet from a wall to try to find the source of a leak.backgroundIn November 2017 Mr W heard the sound of water leaking from an upstairs room and saw ... (2 pages)View decision
