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-4714735
19 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4714735 The complaint Miss B complains about British Gas Insurance Limited’s handling of her HomeCare claims. What happened Miss B holds a HomeCare policy with British Gas. She made several claims from March 2023 for issues at her property, including leaks. British Gas’s engineers atte... (3 pages)View decision -
Decision Reference DRN5587888
14 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L complain that British Gas Insurance Limited failed to install a magnabooster and carry out a powerflush when installing their boiler and this has caused sludge in their central heating system.backgroundMr and Mrs L had a new boiler installed by British Gas ... (2 pages)View decision -
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 DRN1011395
23 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R’s complaint is about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited. Mr R says that one of its engineers left a radiator valve open which caused a water leak and damage to his property. backgroundI issued a ... (4 pages)View decision -
Decision Reference DRN5992121
4 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr H complained to British Gas that its engineer had caused a gas leak at his home.British Gas offered Mr H £100 compensation for the trou... (2 pages)View decision -
Decision Reference DRN0014234
27 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited didn’t act fairly or reasonably when servicing his boiler under a home care insurance policy. He wants compensation for damage to his flooring.backgroundMr R had a home care insurance policy with British Gas. He had a n... (2 pages)View decision -
Decision Reference DRN-3180371
24 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3180371 The complaint Mr H complains that British Gas Insurance Limited (British Gas) have not provided him with a boiler service under the terms of his policy and have repeatedly cancelled appointments. What happened Mr H holds a heating and boiler insurance policy with British Gas to... (3 pages)View decision -
Decision Reference DRN1651657
25 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains about the service she received under her HomeCare policy with British Gas Insurance Limited.backgroundIn December 2008 British Gas installed a new boiler in Mrs C’s home. It serviced and repaired the boiler under a HomeCare policy until March 2011 when M... (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 DRN6530887
23 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains on behalf his mother, Mrs C, that British Gas Insurance Limited didn’t deal with a boiler repair correctly. backgroundMrs C has a British Gas HomeCare policy, which amongst other things, covers repairs to boilers. As Mrs C doesn’t speak English very well,... (2 pages)View decision