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-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 DRN4918599
19 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains on behalf of the estate of Mrs M that the premiums British Gas Insurance Limited charged Mrs M for her home emergency policy were too high; it failed to tell her that the level of cover had changed and she wasn’t getting the cover she was paying for;... (4 pages)View decision -
Decision Reference DRN2702352
18 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M are unhappy with the service given to him under a home care policy for his boiler with British Gas Insurance Limited (British Gas).backgroundIn August 2018, Mr and Mrs M booked a service for 24 October 2018. They say the service year for that period wou... (4 pages)View decision -
Decision Reference DRN4300350
11 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited mishandled his home care policy.backgroundMr B complained after British Gas downgraded his cover from HomeCare 400 to HomeCare 100.The adjudicator did not recommend that the complaint should be upheld. She concluded that... (2 pages)View decision -
Decision Reference DRN5406264
2 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L has complained about British Gas Insurance Limited’s handling of a claim under a home emergency insurance policy.backgroundMrs L made a claim under her policy as her kitchen sink was blocked. British Gas sent a contractor to investigate. The contractor apparently ... (2 pages)View decision -
Decision Reference DRN-2918339
2 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-2918339 The complaint Mr and Mrs G complain that when they claimed on their British Gas Insurance Limited (British Gas) HomeCare policy that the engineer that attended caused damage in their home. There are several parties and representatives of British Gas involved throughout the clai... (4 pages)View decision -
Decision Reference DRN-4367548
20 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4367548 The complaint Mr G complains about poor service from British Gas Insurance Limited, in connection with his HomeCare insurance cover. Reference to British Gas includes any actions of its appointed agents. What happened To summarise, in September 2022, Mr G called British Gas for... (3 pages)View decision -
Decision Reference DRN-6087322
10 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-6087322 The complaint Mr H has complained about the way British Gas Insurance Limited handled a claim under his home emergency insurance policy. References in this decision to British Gas include its agents. What happened Mr H made a claim to British Gas for a blockage in a toilet... (3 pages)View decision -
Decision Reference DRN-2082208
12 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2082208The complaintMr B complains that British Gas Insurance Limited doesn’t cover the cost of a Powerflush as part of his home emergency insurance policy. What happenedIn November 2019, Mr B got in touch with British Gas to make a claim on his home emergency insurance policy because ... (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