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-4098136
25 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4098136 The complaint Mr and Mrs M complain about the service received from British Gas Insurance Limited following renewal of their homecare policy. What happened Mr and Mrs M have been customers of British Gas for a number of years. They have a Homecare ... (2 pages)View decision -
Decision Reference DRN-3171002
19 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3171002 The complaint Mr T complains about poor service and about the cover provided under his home insurance policy with British Gas Insurance Limited. What happened Mr T bought a HomeCare policy with British Gas in October 2019. This policy provides an annual service of his boiler an... (3 pages)View decision -
Decision Reference DRN-3361107
28 Apr 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3361107 The complaint Mr T complains about his home emergency policy provided by British Gas Insurance Limited (British Gas) and that British Gas left him without heating or hot water for a week. What happened One evening In October 2021 Mr T found there was no hot water at his propert... (3 pages)View decision -
Decision Reference DRN-5847540
12 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5847540 The complaint Mrs T has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home emergency insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the purposes of t... (5 pages)View decision -
Decision Reference DRN7056972
1 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains about British Gas Insurance Limited’s handling of a claim under his HomeCare policy. backgroundIn October 2017, British Gas carried out a central heating system inspection. Re- pressurising of the system was subsequently carried out, due to there being ... (2 pages)View decision -
Decision Reference DRN6766468
24 Jul 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited did not repair his boiler, which left him without heating and hot water and that it told him to replace his boiler unnecessarily.backgroundMr T contacted British Gas in May 2013 as he was experiencing problems with his hot water. Briti... (2 pages)View decision -
Decision Reference DRN-5964038
21 Nov 2025 British Gas Insurance Limited UpheldInsuranceDRN-5964038 The complaint Mr O complains about how British Gas Insurance Limited handled claims under his HomeCare policy. What happened Mr O reported sewage smells in his property to British Gas on several occasions between 2021 and 2024. British Gas investigated these issues, cleaned... (4 pages)View decision -
Decision Reference DRN-4272673
14 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4272673 The complaint N, a limited company, complains about the service received from British Gas Insurance Limited under their HomeCare policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving ... (2 pages)View decision -
Decision Reference DRN-4538521
15 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4538521 The complaint Ms B has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. References to British Gas include engineers acting on its behalf. What happened Ms B contacted British Gas to send an engineer to deal with ... (2 pages)View decision -
Decision Reference DRN5699024
26 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave him poor service under his home care insurance policy.backgroundMr S owns a property which he lets to tenants. He had British Gas insurance cover which included the central heating boiler. The policy covered repair... (2 pages)View decision