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 2270 results
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Decision Reference DRN4888414
17 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P says that British Gas Insurance Limited caused a water leak in his kitchen when carrying out work under his central heating insurance policy.backgroundIn October 2013, British Gas carried out an annual service on the boiler and decided that the expansion ve... (2 pages)View decision -
Decision Reference DRN-1360117
8 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1360117The complaintMr and Mrs M complain that when carrying out an annual service as part of their home emergency cover, British Gas Insurance Limited damaged their gas fire, and its offer to pay 50% of the cost of a new fire isn’t enough to put things right. What happenedMr and Mrs M... (2 pages)View decision -
Decision Reference DRN9115386
15 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.background Where I refer to British Gas I refer to the insurance company of that name and I include engineers and others for whose actions I hold that company... (2 pages)View decision -
Decision Reference DRN-5805229
1 Oct 2025 British Gas Insurance Limited UpheldInsuranceDRN-5805229 The complaint Mrs K is unhappy with the workmanship carried out by British Gas Insurance Limited (“British Gas”) under her homecare policy. What happened Both parties have a similar understanding of the circumstances. When a British Gas engineer attended Mrs K’s home to rect... (2 pages)View decision -
Decision Reference DRN5016438
27 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P is unhappy that British Gas Insurance Limited refused to cover a fault with her boiler; cancelled her boiler cover policy and failed to give a full refund. backgroundMrs P took out the policy in August 2013. British Gas carried out an initial inspection of the bo... (2 pages)View decision -
Decision Reference DRN6057954
5 Nov 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs H complains about the HomeCare insurance products British Gas Services Limited arranged for her. She’s said she was paying for two policies when she only needed one, because one of her boilers had been disconnected.backgroundMrs H has two boilers in her house, a... (2 pages)View decision -
Decision Reference DRN1874325
19 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L complain that British Gas Insurance Limited mishandled their home care insurance policy.backgroundMr and Mrs L had an annual policy. They complained after British Gas told them the proposed premium from December 2014. The adjudicator didn’t recommend that the c... (2 pages)View decision -
Decision Reference DRN-4266788
15 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4266788 The complaint Mr F complains about the way British Gas Insurance Limited dealt with a claim he made under his Home care insurance policy. What happened I’ll summarise the main points about this dispute: Mr F had a policy with British Gas to cover his boiler. He got in touch wi... (2 pages)View decision -
Decision Reference DRN1115724
12 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited should refund some of her payments on a landlord’s HomeCare policy. She says that it had been unable to get spare parts for her boiler since about 2007.backgroundMrs B let her property to tenants. After the boiler brok... (2 pages)View decision -
Decision Reference DRN-3697235
3 Nov 2022 British Gas Services Limited UpheldInsuranceDRN-3697235 The complaint Mrs L complains about her home emergency policy with British Gas Services Limited (British Gas). The complaint is about how British Gas responded to a problem with her boiler. References to British Gas in this decision include their agents who provide services und... (4 pages)View decision