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-4148965
24 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4148965 The complaint Ms Y’s complained about how British Gas Insurance Limited dealt with issues relating to her heating and gas fire under her home emergency policy. What happened Ms Y had a HomeCare Two policy with British Gas for many years. This provided her with boiler, controls ... (3 pages)View decision -
Decision Reference DRN3218392
15 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S is complaining about the service he received from British Gas Insurance Limited under his HomeCare policy.backgroundMr S has a HomeCare policy for a property he rents out. In late 2017 he claimed under the policy after having some problems with the heating system.B... (2 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 DRN5218462
3 May 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr F complains that British Gas Services Limited allowed his tenants to arrange an annual service inspection.backgroundMr F has an insurance policy with British Gas which covers the boiler, heating, plumbing, drains and appliances at a property he rents out to tenants.... (3 pages)View decision -
Decision Reference DRN-3765751
7 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3765751 The complaint Mr P complains about his home emergency insurance policy with British Gas. Any reference to British Gas includes the actions of any agents – such as engineers, acting on their behalf. What happened The background to this complaint is well known to both Mr P and Br... (2 pages)View decision -
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 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-1844487
20 May 2020 British Gas Services Limited UpheldInsuranceDRN-1844487The complaintMr N complained about the service provided by British Gas Services Limited (British Gas) under its Home Care insurance policy. What happened Mr N holds a Home Care policy with British Gas that provides servicing and breakdown cover for his boiler. In May 2019 a Brit... (3 pages)View decision -
Decision Reference DRN5957121
18 Jul 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M complains about the service received from British Gas Insurance Limited in relation to a claim. backgroundMiss M had her boiler serviced and a repair carried out by a British Gas engineer. In the process the engineer was allegedly rude to her and the repair he completed caused a ... (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