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 DRN1000625
18 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B’s complaint is about the ‘Homecare’ agreement she had with British Gas Insurance Limited. In January 2014 when she moved home, she transferred her existing agreement to her new home. She was satisfied with the service she had received to that point, but has no... (5 pages)View decision -
Decision Reference DRN2785952
23 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs J replaced her central heating boiler, following a recommendation from British Gas.Mrs J later discovered that noise from her heatin... (2 pages)View decision -
Decision Reference DRN-4509694
10 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4509694 The complaint Mr W complains British Gas Insurance Limited mis-sold a HomeCare policy. To resolve his complaint, he thinks it should either refund the premiums paid or replace his boiler. What happened The details of this complaint are known to all parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-3726440
20 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3726440 The complaint Mrs K complains about British Gas Insurance Limited’s handling of her Home Warranty policy. All references to British Gas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision -
Decision Reference DRN9907959
30 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss A has complained about British Gas Insurance Limited’s handling of a claim under her Homecare policy. background Miss A made a claim under her Homecare policy in relation to a water leak on 5 December 2012 and an engineer attended the same day. The British Gas engineer who atten... (2 pages)View decision -
Decision Reference DRN-6100626
23 Jan 2026 British Gas Insurance Limited UpheldInsuranceDRN-6100626 The complaint Mr S is unhappy with the service provided by British Gas Insurance Limited, in particular when they repaired his boiler following a leak. What happened On 14 August 2024 Mr S contacted British Gas to report a leak from his boiler. An engineer inspected the boi... (6 pages)View decision -
Decision Reference DRN-2912955
30 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2912955 The complaint Mr M complained that he received incorrect advice under his home emergency policy with British Gas Insurance Limited (“British Gas”) which resulted in him being unnecessarily pressurised into purchasing a new boiler. What happened Mr M had his boiler serviced by B... (3 pages)View decision -
Decision Reference DRN-1684729
30 Nov 2020 British Gas Services Limited Not upheldInsuranceDRN-1684729 The complaint Mr B complains, for and on behalf of the estate of Mrs B, that Mrs B was paying for a policy with British Gas Services Limited (British Gas) that she didn’t ever need or use. What happened Mrs B had a homecare plan with British Gas. She paid a monthly premium by d... (3 pages)View decision -
Decision Reference DRN5773537
9 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy that British Gas Insurance Limited increased his renewal premium.backgroundMr L purchased HomeCare 200 central heating cover from British Gas in 2008. Mr L contacted British Gas in October 2010, as he was unhappy with the renewal premium. BG agreed to apply discount in or... (2 pages)View decision -
Decision Reference DRN-1144352
12 Nov 2019 British Gas Insurance Limited UpheldInsuranceDRN-1144352The complaintMr L is unhappy that British Gas Insurance Limited won't replace drainage pipes following a blockage. What happenedMr L has plumbing and drainage cover through British Gas. He had cause to claim under the policy in April 2019 when a drain was blocked. Dyno-Rod ... (3 pages)View decision