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 DRN6011635
19 Jul 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains that British Gas Insurance Limited misdiagnosed a fault with her warm air system when carrying out an annual service under her insurance policy. backgroundMs C held a ‘Homecare’ insurance policy, underwritten by British Gas. In November 2011, a British Gas engineer attend... (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 DRN1789040
22 Feb 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M and Mrs R have complained about the way British Gas Insurance Limited (‘British Gas’) handled the renewal of their home emergency insurance policy.backgroundMr M and Mrs R held a home emergency insurance policy with British Gas and it was due to renew on 4 Jan... (2 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 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 DRN1149459
4 Jun 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains about the poor service he received from British Gas Services Limited when he contacted them about his policy renewal.backgroundMr S contacted British Gas to discuss his policy renewal as it had increased in price. It took a while to get through to the... (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 -
Decision Reference DRN-4860841
23 Jul 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4860841 The complaint Mr and Mrs T complain about how British Gas Insurance Ltd handled a claim they made under their home emergency insurance policy. What happened The background to this complaint is well known to Mr and Mrs T and British Gas. In my decision, I’ll focus mainly on g... (2 pages)View decision -
Decision Reference DRN-2887347
9 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2887347 The complaint Mr J complains that British Gas Insurance Limited damaged his central heating system when carrying out a repair. He would like the company to pay for the cost of replacing the system under his Homecare policy. What happened In February 2018 Mr J contacted British ... (3 pages)View decision -
Decision Reference DRN2020924
1 Jun 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr F reported a problem with his central heating. British Gas attended and said parts were needed. It attended again the next day and said... (2 pages)View decision