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 DRN-2926118
20 Jul 2021 British Gas Services Limited Not upheldInsuranceDRN-2926118 The complaint Mr M and Mrs R complain that British Gas Services Limited (“British Gas”) damaged their boiler while inspecting it for faults. The details of this complaint are well known, so I will not repeat everything again here. Instead, I will focus on giving the reasons for... (2 pages)View decision -
Decision Reference DRN9332980
28 Jul 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S has complained about the way British Gas Insurance Limited dealt with a claim he made about his broken cooker. background Mr S made a claim to British Gas that the cooker in a property he was renting out to tenants was broken. An engineer visited his property and... (2 pages)View decision -
Decision Reference DRN-4874091
28 Jun 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4874091 The complaint Mr S has complained that British Gas Insurance Limited mis-sold him a home emergency insurance policy. What happened Mr S says that he had moved his energy bills to British Gas in February 2021 and when he did so, British Gas added the home emergency insurance pol... (4 pages)View decision -
Decision Reference DRN-5734888
30 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5734888 The complaint Mrs A and Mr A complain about British Gas Insurance Limited (“British Gas”) for issues surrounding the installation and subsequent repair of their boiler. They want British Gas to replace their boiler with a new boiler. What happened Mrs A and Mr A purchased a ... (3 pages)View decision -
Decision Reference DRN9482929
5 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C is not happy with the amount British Gas Insurance Limited (British Gas) has offered to replace her broken fridge freezer.backgroundThe background to this complaint was set out in my provisional decision, dated 6 September 2017. In my decision, I said I intended... (2 pages)View decision -
Decision Reference DRN4447852
27 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains that British Gas Insurance Limited failed to attend two scheduled appointments. background Mrs A holds a HomeCare policy, underwritten by British Gas Insurance Limited, which runs from 11 April to 10 April each year. An engineer appointment was arranged for late January ... (2 pages)View decision -
Decision Reference DRN0923448
1 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited was unable to repair his boiler as parts were unavailable and that it disconnected it and left him without heating and hot water.background Mr T contacted British Gas on 27 November 2012 as his boiler had stopped working and he was withou... (3 pages)View decision -
Decision Reference DRN6751630
11 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains British Gas Insurance Limited added an incorrect address to his customer profile on its system and told him it can’t remove it. background British Gas added an incorrect address to Mr B’s customer profile for his HomeCare policy. Mr B says this happened ... (2 pages)View decision -
Decision Reference DRN-4260768
17 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4260768 The complaint Ms Y complains about the way British Gas Insurance Limited handled a claim under her HomeCare policy. Any reference to British Gas includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summari... (2 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