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 2168 results
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Decision Reference DRN6341741
28 Nov 2016 British Gas Services Limited Not upheldBanking and creditMrs T, represented by a family member Ms T, complains that the fixed sum loan agreement she entered into with British Gas Services Limited (the business) was not fully explained and was not affordable.backgroundMrs T entered into a fixed sum loan agreement in 2012 to ... (2 pages)View decision -
Decision Reference DRN4300097
5 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains about the level of service she’s received from British Gas Insurance Limited (BG).backgroundIn 2003, BG did a powerflush of Mrs S’s heating system at her property. This enabled her to take out a home emergency policy with BG, which she then did. In Octo... (3 pages)View decision -
Decision Reference DRN-2037639
2 Oct 2020 British Gas Services Limited Not upheldInsuranceDRN-2037639 The complaint Mr A is unhappy that British Gas Services Limited (BG) hasn’t provided cover for the boiler in his rental property, and he complains about the customer service he received. What happened Mr A had HomeCare Two boiler and central heating cover with BG. The policy wa... (2 pages)View decision -
Decision Reference DRN-2231501
6 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2231501 The complaint Mr C complains that British Gas Insurance Limited (BG) failed to repair a leak properly following a claim under his home emergency insurance policy. Reference to BG also includes its agents where applicable. What happened In September 2016 Mr C contacted BG as he ... (2 pages)View decision -
Decision Reference DRN-4034271
21 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4034271 The complaint Mr S has complained about an engineer assigned by British Gas Insurance Limited (BGIL) who caused damage to his home while carrying out repairs to their boiler. Mr S is unhappy with the settlement BGIL has offered to repair the damage it accepts was caused by its ... (3 pages)View decision -
Decision Reference DRN-4539441
29 Jan 2024 British Gas Services Limited Not upheldInsuranceDRN-4539441 The complaint Mr J complains that British Gas Insurance Limited (BG) caused damage to his home, following a claim under his home emergency policy. What happened Mr J contacted BG as he had a blocked sink at his home. It sent an engineer who whilst attempting to remove the block... (3 pages)View decision -
Decision Reference DRN8017782
1 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about the service he received from British Gas Insurance Limited (BGIL) when it undertook an annual service on a gas fire covered under a HomeCare Four insurance policy.backgroundMr T has a HomeCare Four policy with BGIL which provides cover, in certain ... (3 pages)View decision -
Decision Reference DRN-3137635
24 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3137635 The complaint Mr E complains about British Gas Insurance Limited (BG), regarding safety issues with his boiler, under his home emergency policy. What happened Mr E had a boiler that was around 25 years old, that hadn’t been installed by BG. He also held a home emergency policy ... (3 pages)View decision -
Decision Reference DRN-5118704
6 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5118704 The complaint Mr C complains about the service he received after making a claim on his HomeCare insurance policy and is unhappy about how British Gas Insurance Limited [“BG”] dealt with the repairs to his boiler. What happened Mr and Mrs C are represented by a third party in... (3 pages)View decision -
Decision Reference DRN5532382
30 Nov 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains about the standard of work carried out by British Gas Insurance Limited (BG) under a HomeCare Three Agreement. He says there was a lack of reasonable care and skill in the services provided. background There is a detailed background which I don’t intend to rehearse in full. ... (6 pages)View decision
