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 2257 results
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Decision Reference DRN2613039
17 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that he wasn’t told about cheaper options regarding the HomeCare cover he took out with British Gas Insurance Limited.backgroundI set out the circumstances leading to the complaint and my initial findings on it in my recent provisional decision. This ... (3 pages)View decision -
Decision Reference DRN-3678060
20 Sep 2022 British Gas Services Limited Not upheldInsuranceDRN-3678060 The complaint Miss P complains about how British Gas Services Limited (British Gas) invoiced her for a callout under her home emergency cover. What happened Miss P has a home emergency cover with British Gas. She called British Gas out to fix some lights in her home and Miss P ... (2 pages)View decision -
Decision Reference DRN9635808
17 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited.backgroundMr K holds the policy with British Gas for a property that he rents out. In early 2018, he made a claim under his policy when the ... (2 pages)View decision -
Decision Reference DRN-3934809
3 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3934809 The complaint Mr H complains about the service British Gas Insurance Limited (British Gas) provided under his Home Care insurance policy. What happened On 7 February 2022 Mr H noticed an unusual noise coming from his boiler. He called British Gas who arranged an appointment... (2 pages)View decision -
Decision Reference DRN7402535
28 Jan 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy and its refusal to continue to provide cover to Mr P. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limitedto British Gas In... (2 pages)View decision -
Decision Reference DRN2832674
16 Feb 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the poor level of service he received from British Gas Insurance Limited under a home emergency insurance policy. backgroundMr H has home emergency cover with British Gas, which includes cover for his home electrics. He called British Gas about an ... (2 pages)View decision -
Decision Reference DRN0846172
29 Jan 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R has complained about British Gas Services Limited. He believes it condemned his boiler unnecessarily under his HomeCare policy.backgroundMr R says that British Gas incorrectly condemned his boiler. He’s seeking compensation for the cost, distress and inconvenience ... (2 pages)View decision -
Decision Reference DRN8983543
6 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited has mishandled a claim under her home emergency policy.backgroundMrs L had a home emergency policy with British Gas for many years. In August 2015 she reported a leak from her boiler to British Gas. It sent out an en... (2 pages)View decision -
Decision Reference DRN-6055713
14 Jan 2026 British Gas Services Limited UpheldInsuranceDRN-6055713 The complaint Mr M complains about how British Gas Services Limited (“British Gas”) dealt with a claim he made on his home emergency insurance policy after he had problems with his heating. Any reference to British Gas involves its agents. What happened Mr M had a home emer... (4 pages)View decision -
Decision Reference DRN-3340209
28 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3340209 The complaint Mr P complains about the service he received from British Gas Insurance Limited (British Gas) under his HomeCare policy. What happened Mr P says he has held a HomeCare policy with British Gas since 2013, which included the benefit of an annual service. Unfortunate... (3 pages)View decision