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-2354208
14 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2354208 The complaint Mrs L complains that British Gas Insurance Limited breached data protection laws by disclosing her personal information to a third party. What happened Mrs L has a HomeCare insurance policy with British Gas. In January 2020, she was expecting a call from a British... (2 pages)View decision -
Decision Reference DRN4563287
12 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy with the service provided by British Gas Insurance Limited after he made a claim for his faulty gas fire. backgroundBritish Gas attended Mr L’s home in early 2012 and carried out a service on his boiler and gas fire. However, approximately two weeks later Mr L advised ... (2 pages)View decision -
Decision Reference DRN-4324211
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4324211 The complaint Mrs H has complained that British Gas Insurance Limited delayed in repairing her boiler, and said she needed it powerflushed – which Mrs H feels wasn’t necessary. What happened Towards the end of 2021, Mrs H’s boiler stopped working. She had a Homecare policy with... (2 pages)View decision -
Decision Reference DRN7250602
3 Sep 2018 British Gas Insurance Limited Not 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.backgroundMr O’s boiler broke down in early March 2018 but initially he was told he’d have to call back after the weekend to book an app... (3 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 DRN3966670
23 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about the time taken by British Gas Insurance Limited to repair his oven under his homecare policy following a breakdown just before Christmas.backgroundMr M’s oven broke down on the Saturday before Christmas (Christmas Day was on the Tuesday). As he held British Gas a... (2 pages)View decision -
Decision Reference DRN0153401
23 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited should pay his claim under its HomeCare 300 insurance policy.backgroundMr K told British Gas he had a leak from a gas pipe inside his tenanted property. He complained when British Gas told him that he was not covered for pipes. The ad... (2 pages)View decision -
Decision Reference DRN-2351166
9 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2351166 The complaint Mr W and Mrs W are unhappy about the service provided by British Gas Insurance Limited dealt (British Gas) under their home emergency policy. What happened Mr W and Mrs W contacted British Gas under their HomeCare policy because their central heating wasn’t workin... (2 pages)View decision -
Decision Reference DRN-2297151
12 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2297151 The complaint Mrs W complains about the service she received after making a claim on her home emergency policy with British Gas Insurance limited. What happened Mrs W holds a home emergency policy with British Gas. Throughout this complaint Mrs W has been represented at various... (2 pages)View decision -
Decision Reference DRN4464488
28 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr F had British Gas insurance covering his drainage and his electrics. In 2011 the policy didn’t include his outside lighting. But British Gas disconnec... (2 pages)View decision