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
-
Decision Reference DRN-4294250
29 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4294250 The complaint Mr D complains about the way British Gas Insurance Limited (“British Gas”) handled a claim under his Home Emergency policy. What happened The circumstances of this complaint are well known to both parties, so I’ll only summarise them here. Mr D tells us that ther... (2 pages)View decision -
Decision Reference DRN8114068
16 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C's complaint is about the handling of a claim under his central heating insurance policywith British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in February 2020, part of which is copied below: “Mr C made a claim under his policy as the water tan... (4 pages)View decision -
Decision Reference DRN-4714735
19 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4714735 The complaint Miss B complains about British Gas Insurance Limited’s handling of her HomeCare claims. What happened Miss B holds a HomeCare policy with British Gas. She made several claims from March 2023 for issues at her property, including leaks. British Gas’s engineers atte... (3 pages)View decision -
Decision Reference DRN3436118
15 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G’s complaint is about the handling of a claim under a home plumbing and drains insurance policy with British Gas Insurance Limited. backgroundI issued a provisional decision on this matter earlier this month, part of which is copied below: “Mrs G reported that th... (5 pages)View decision -
Decision Reference DRN-5393676
13 Mar 2025 British Gas Insurance Limited UpheldInsuranceDRN-5393676 The complaint Miss D has complained about the service provided by British Gas Insurance Limited under her boiler central heating insurance policy. What happened Miss D experienced problems with her boiler in late 2023. She duly reported the matter to British Gas as it insur... (6 pages)View decision -
Decision Reference DRN-3770223
24 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3770223 The complaint Ms P complains British Gas Insurance Limited (British Gas) incorrectly cancelled her home emergency insurance policy and declined to settle her claim after a leak. What happened Ms P had a home emergency insurance policy with British Gas. On 1 June 2021, after hav... (3 pages)View decision -
Decision Reference DRN-3180371
24 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3180371 The complaint Mr H complains that British Gas Insurance Limited (British Gas) have not provided him with a boiler service under the terms of his policy and have repeatedly cancelled appointments. What happened Mr H holds a heating and boiler insurance policy with British Gas to... (3 pages)View decision -
Decision Reference DRN-4984416
30 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4984416 The complaint Mr I’s complaint is about the handling of a claim under his boiler and central heating insurance policy with British Gas Insurance Limited. What happened Mr I held the policy with British Gas for a property he rents out. The policy includes an annual service of... (7 pages)View decision -
Decision Reference DRN-3169353
19 Nov 2021 British Gas Services Limited UpheldInsuranceDRN-3169353 The complaint Mr K complains about British Gas Services Limited (British Gas) under his home emergency policy. His complaint is about how they responded to electrical problems at his property. What happened In August 2021 Mr K noticed that a security light at his property had s... (4 pages)View decision -
Decision Reference DRN8632818
24 Dec 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B’s complaint is about the handling of a claim under her drainage and plumbing insurance policy with British Gas Insurance Limited. background In January 2019, Mrs B made a claim under her policy with British Gas as her bath waste was blocked and it was draining slowly. British Gas sen... (4 pages)View decision
