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
-
Decision Reference DRN7503342
20 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint arises from a central heating insurance policy provided by British GasInsurance Limited. Mr U is bringing the complaint on behalf of the estate of his late father,Mr K, in whose name the policy was provided.backgroundI issued a provisional decision on this matter in June 202... (6 pages)View decision -
Decision Reference DRN-5975961
13 Apr 2026 British Gas Insurance Limited UpheldInsuranceDRN-5975961 The complaint Mrs P has complained that she was mis-sold a HomeCare 3 home emergency policy by British Gas Insurance Limited. What happened Mrs P took out a home emergency policy with British Gas in 2022. The policy was renewed three times. The policy covered her boiler, co... (2 pages)View decision -
Decision Reference DRN-3467526
25 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3467526 The complaint Ms C's complaint is about the handling of a claim under her central heating insurance policy with British Gas Insurance Limited. What happened Ms C’s policy includes an annual service of her boiler. She says that during the annual service boiler in September ... (4 pages)View decision -
Decision Reference DRN8720058
4 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains that British Gas Insurance Limited gave her incorrect advice and caused her to be without a working boiler between September 2011 and April 2012.background Ms B holds an agreement, underwritten by British Gas Insurance Limited. In September 2011 Ms B’s boiler began leaki... (2 pages)View decision -
Decision Reference DRN4971419
26 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O’s complaint is about the handling of a claim under his home emergency insurance policy with British Gas Insurance Limited.backgroundIn December 2017, Mr O reported that there was a leak from his bath. British Gas sent a contractor out to repair it. I underst... (3 pages)View decision -
Decision Reference DRN6825277
17 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited mishandled his claim on a boiler insurance policy.backgroundBritish Gas carried out an annual service of Mr B’s boiler. He complained when – only about ten days later – British Gas said there was a dangerously corroded exhaust flue. T... (1 page)View decision -
Decision Reference DRN1598020
15 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H’s complaint is about the service provided by British Gas Insurance Limited in relation to several central heating and plumbing and drains insurance policies. backgroundI understand that Mr H has held four policies with British Gas, for some time, for four different premises. The premi... (6 pages)View decision -
Decision Reference DRN-4410338
20 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4410338 The complaint Mr G has complained about the service provided by British Gas Insurance Limited under his central heating insurance policy. What happened Mr G reported a fault with his boiler on 26 September 2022. British Gas sent an engineer out who said an electrician was neede... (4 pages)View decision -
Decision Reference DRN0037213
31 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D has complained that British Gas Insurance Limited (British Gas) mis-sold him his home emergency insurance policy.backgroundIn January 2017 Mr D returned home to smell gas within his house. Mr D called British Gas for assistance. During the first telephone call Mr D ... (3 pages)View decision -
Decision Reference DRN3036446
9 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S is unhappy with British Gas Insurance Limited’s handling of a claim under his home emergency insurance policy. background In June 2015, Mr S reported a leak which had caused water damage to the ceiling below and the floor. The first British Gas engineer incorrectly... (3 pages)View decision