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 2199 results
-
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-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 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-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 DRN-3519872
24 Jun 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3519872 The complaint Mr D is unhappy with the service provided by British Gas Insurance Limited (BG) during and after his annual boiler service. What happened Mr D had HomeCare Two insurance with BG for his boiler, control and central heating. The cover included an annual boiler servi... (3 pages)View decision -
Decision Reference DRN3215022
3 Oct 2013 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr C is unhappy that The Society of Lloyd’s have declined his claim for damage caused to his property by his tenants.backgroundMr C served notice on his tenants to vacate the property as the neighbours had complained that they were too noisy. After the tenants moved out, Mr C discovere... (4 pages)View decision -
Decision Reference DRN8580282
23 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)C Ltd complains that British Gas Insurance Limited’s (“BG”) records didn’t accurately show it as the owner of five properties and that repair requests weren’t accepted. backgroundC Ltd is a company that owns five rental properties which I’ll refer to as Flats 5A to ... (3 pages)View decision -
Decision Reference DRN-1818227
29 Jun 2020 British Gas Services Limited Not upheldInsuranceDRN-1818227 The complaintMr S complains that British Gas Services Limited (BG) failed to carry out annual boiler services in time and didn’t look into his complaint about it properly. What happenedMr S had a service and emergency breakdown package for his central heating boiler. The policy... (3 pages)View decision
