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 DRN4888414
17 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P says that British Gas Insurance Limited caused a water leak in his kitchen when carrying out work under his central heating insurance policy.backgroundIn October 2013, British Gas carried out an annual service on the boiler and decided that the expansion ve... (2 pages)View decision -
Decision Reference DRN7495533
15 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W’s complaint is about the service provided in relation to his central heating insurance policy with British Gas Insurance Limited.backgroundMr W made a claim under his policy on 23 December 2018, as there was a leak at his property. At that stage, I understand the boiler was still work... (3 pages)View decision -
Decision Reference DRN2424257
11 Jun 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C’s complaint is about the service provided by British Gas Insurance Limited in relation to his boiler insurance policy. backgroundMr C’s policy with British Gas includes an annual service of his boiler. During the annual service in September 2018, the British Gas engineer found there w... (5 pages)View decision -
Decision Reference DRN-5805229
1 Oct 2025 British Gas Insurance Limited UpheldInsuranceDRN-5805229 The complaint Mrs K is unhappy with the workmanship carried out by British Gas Insurance Limited (“British Gas”) under her homecare policy. What happened Both parties have a similar understanding of the circumstances. When a British Gas engineer attended Mrs K’s home to rect... (2 pages)View decision -
Decision Reference DRN8051019
12 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R is complaining about the way British Gas Insurance Limited (British Gas) has handled a claim she made on her home emergency insurance policy. backgroundMrs R contacted British Gas to report a leak from the back of her washing machine and asked it to come and fix... (4 pages)View decision -
Decision Reference DRN4652866
18 Apr 2016 British Gas Trading Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Trading Limited caused damage to his home when it carried out work on his boiler under his home emergency insurance policy.backgroundIn January 2016 Mr A arranged with British Gas for an engineer to visit his home and carry out an inspe... (2 pages)View decision -
Decision Reference DRN6057954
5 Nov 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs H complains about the HomeCare insurance products British Gas Services Limited arranged for her. She’s said she was paying for two policies when she only needed one, because one of her boilers had been disconnected.backgroundMrs H has two boilers in her house, a... (2 pages)View decision -
Decision Reference DRN9732479
1 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited failed to carry out annual services on his boiler correctly, which has resulted in higher gas bills.backgroundI issued my provisional decision on this matter in January 2016, part of which is copied below:“Mr M has had ... (4 pages)View decision -
Decision Reference DRN5447030
29 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs I’s complaint arises from a boiler insurance policy with British Gas Insurance Limited.backgroundMrs I had held a policy with British Gas that provided cover for her boiler and which also included provision for the boiler to be serviced each year since 2009. In ... (3 pages)View decision -
Decision Reference DRN4829054
26 May 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms Z’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in April 2020, part of which is copied below: Ms Z contacted British Gas in March 2019, as her boile... (3 pages)View decision