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
-
Decision Reference DRN-4109262
3 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4109262 The complaint Mr L complains about British Gas Insurance Limited (“British Gas”) for failures in the service provided between November 2021 and November 2022. He wants British Gas to compensate him for the trouble and upset he and his family suffered. What happened Mr L held bo... (2 pages)View decision -
Decision Reference DRN5908605
20 Jul 2016 British Gas New Heating Limited UpheldBanking and creditMr H complains a loan was set up in his name by British Gas New Heating Limited (“British Gas”) when he only intended to be the guarantor for the actual borrower. backgroundA relative of Mr H bought some goods from British Gas, taking out a loan to pay for them.... (2 pages)View decision -
Decision Reference DRN-2228644
5 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2228644 The complaint Mr C complains during a service carried out under his HomeCare insurance policy, British Gas Insurance Limited (“British Gas”) caused his boiler to leak. This leak damaged his boiler and worktop and now they both need replacing. Mr C has also mentioned the casing ... (2 pages)View decision -
Decision Reference DRN8515015
20 Oct 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Ms J complains about the way British Gas Services Limited has handled a home emergency claim and says hasn’t received adequate compensation for damage caused to her property.backgroundA British Gas engineer carried out some work in the loft of Ms J’s home. Shortly ... (2 pages)View decision -
Decision Reference DRN4688959
13 Feb 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs U has complained that British Gas Insurance Limited’s engineer attended her property under her Home Emergency policy and caused a leak at her property.backgroundMrs U made a claim under her British Gas Home Emergency policy in relation to her hot water and central heating system o... (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 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 DRN5915209
26 Mar 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T has complained about the service provided by British Gas Insurance Limited (“British Gas”) under a home care emergency breakdown insurance policy, saying the engineer failed to notice there was sludge in the boiler system and this failure led to the breakdown of the boiler causi... (2 pages)View decision -
Decision Reference DRN8903179
29 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains about the service she received from British Gas Insurance Limited after she made a claim under her HomeCare insurance policy. In particular, she’s unhappy with its level of communication, and that the policy was downgraded and her claim declined. backgroun... (3 pages)View decision -
Decision Reference DRN-5842001
28 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5842001 The complaint Mr and Mrs W complain that British Gas Insurance Limited’s engineers failed to correctly diagnose a problem with his boiler following a claim on his home emergency insurance. What happened Mr and Mrs W had British Gas home emergency cover. The policy included a... (5 pages)View decision