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 2254 results
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Decision Reference DRN0721597
6 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited didn’t replace her water heater under her home care insurance.backgroundMrs P’s water heater passed its annual service checks by British Gas. But a few days later she noticed a leak from the water heater. British Ga... (2 pages)View decision -
Decision Reference DRN5903932
24 May 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S complain that British Gas Insurance Limited didn’t identify a fault with the installation of their boiler. They say this left them at risk for a significant amount of time.background I sent out my provisional decision on this complaint on 26 April 2018 (which... (3 pages)View decision -
Decision Reference DRN0751043
13 Jan 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background A British Gas engineer attended Mr O’s property at the end of April to deal with a leaking radiator. The engineer concluded the central h... (2 pages)View decision -
Decision Reference DRN-5391124
24 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5391124 The complaint Mr H and Ms W complain about British Gas Insurance Limited’s handling of a boiler claim on their HomeCare policy. Both Mr H and Ms W are named policyholders on their HomeCare policy, so any claim or complaint is brought by them both. But for simplicity, and bec... (3 pages)View decision -
Decision Reference DRN-4821240
7 Jun 2024 British Gas Insurance Limited UpheldInsuranceDRN-4821240 The complaint Mr and Mrs K's complaint is about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. What happened Mr and Mrs K made a claim under the policy in April 2022, as they had a leak from the toilet cistern. Briti... (8 pages)View decision -
Decision Reference DRN8903179
29 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains about the service she received from British Gas Insurance Limited after she made a claim under her HomeCare insurance policy. In particular, she’s unhappy with its level of communication, and that the policy was downgraded and her claim declined. backgroun... (3 pages)View decision -
Decision Reference DRN-2074434
8 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2074434 The complaint Mrs D complains that British Gas Insurance Limited charged a fee for repair work that she says it didn’t carry out under a home emergency insurance policy. Mrs D’s represented by Mr Y. What happened Mrs D took out a home emergency insurance policy in December 2019... (3 pages)View decision -
Decision Reference DRN-3177783
13 Dec 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3177783 The complaint Mrs M complains about the service provided by British Gas Insurance Limited for two claims on her HomeCare policy. What happened The details of this complaint are well known to all parties, so I won’t repeat them again here. The facts about what happened aren’t in... (2 pages)View decision -
Decision Reference DRN7048814
11 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P is unhappy at the service he received from British Gas Insurance Limited when he made a claim on his home emergency cover policy. backgroundMr P has a “HomeCare” home emergency cover policy provided by British Gas, which covers his boiler and central heating system. On 28 February 201... (3 pages)View decision -
Decision Reference DRN1459991
9 Aug 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss S says that British Gas Insurance Limited mishandled a claim under a home emergency policy.backgroundMiss S has had a Homecare policy with British Gas for many years. This policy covers her boiler and central heating system. Miss S’s boiler is of some age and ... (2 pages)View decision