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 2257 results
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Decision Reference DRN-3029739
21 Sep 2021 British Gas Services Limited Not upheldInsuranceDRN-3029739 The complaint Ms P complains about the service she received from British Gas Services Limited when trying to arrange a boiler repair. What happened Ms P holds an insurance policy with British Gas that provides cover for her boiler and its controls, her central heating, and inc... (4 pages)View decision -
Decision Reference DRN-5931141
6 Nov 2025 British Gas Insurance Limited UpheldInsuranceDRN-5931141 The complaint Mr O complains British Gas Insurance Limited (“British Gas”) delayed repairs to his hot water cylinder under his home emergency insurance policy. He says this caused him a great deal of trouble and upset, he missed work and had to pay for alternative accommodat... (5 pages)View decision -
Decision Reference DRN-3339300
1 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3339300 The complaint Mrs T complains about British Gas Insurance Limited (“British Gas”) for failing to identify developing corrosion to her boiler flue, despite attending recently for a boiler service and inspection. Mrs T wants British Gas to pay for Mrs T’s replacement boiler and t... (3 pages)View decision -
Decision Reference DRN-1726844
1 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1726844 The complaintMr S complains about the service he got from British Gas Insurance Limited after he made a claim on his home emergency policy. What happenedOn 2 May 2019, Mr S noticed a drain in his garden was overflowing. He called British Gas to make a claim. The call handler to... (3 pages)View decision -
Decision Reference DRN-4223492
3 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4223492 The complaint Mrs M complains that British Gas Insurance Limited (British Gas) caused delays after she made a home emergency claim and this caused further damage to her home, which has resulted in her incurring a financial loss. What happened In May 2022 Mrs M discovered a leak... (5 pages)View decision -
Decision Reference DRN6554034
20 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited when he made a claim under his home emergency policy.As the complaint concerns a claim under the policy I’m making this decision against British Gas Insurance Limited, which is the insure... (5 pages)View decision -
Decision Reference DRN-3242048
4 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3242048 The complaint Mr C complains about the advice and customer service he received from British Gas Insurance Limited when there was a problem with his boiler. And that he was told there would be no charge for repairs when the problem with his boiler wasn’t covered by his policy. W... (3 pages)View decision -
Decision Reference DRN5057205
11 Apr 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited gave him poor service under a home emergency insurance policy.backgroundMr K had British Gas insurance cover which included plumbing and drainage. He suffered a water leak through a ceiling and into his kitchen. He call... (5 pages)View decision -
Decision Reference DRN5861955
4 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about the increasing premium that British Gas Insurance Limited is charging for his home emergency insurance policy. backgroundIn 2016 Mr T contacted British Gas because his home emergency policy premium had gone up. British Gas first offered to apply an ex... (2 pages)View decision -
Decision Reference DRN0031307
31 Jul 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Ms B complains that British Gas Services Limited mishandled a home emergency insurance policy.backgroundMs B complained that British Gas had been taking payments for cover for glazing, locks, roofing, and pests (“GLRP”) since about February 2011. She made that complaint in March 2019. The ... (2 pages)View decision