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 2270 results
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Decision Reference DRN-2942875
11 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2942875 The complaint Mr and Mrs L held a home emergency insurance policy with British Gas Insurance Limited. A British Gas engineer visited their property to work on their boiler. Mr and Mrs L are unhappy because the engineer used their step ladder and left it damaged. They also say t... (2 pages)View decision -
Decision Reference DRN9140722
30 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained that British Gas Insurance Limited provided an inadequate insurance policy for his boiler as it needed to be replaced when it broke down as the required parts were no longer available. He believes that British Gas should not have provided the policy as it was unable ... (2 pages)View decision -
Decision Reference DRN-6103531
26 Jan 2026 British Gas Insurance Limited UpheldInsuranceDRN-6103531 The complaint Mrs P has complained that British Gas Insurance Limited (“British Gas”) failed to identify a crack in her bathtub during multiple visits between February 2024 and March 2025, which caused significant water damage to her property and resulted in distress, inconv... (5 pages)View decision -
Decision Reference DRN-2981618
3 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2981618 The complaint Mrs M’s complaint is about the handling of a claim under her central heating insurance policy with British Gas Insurance Limited. What happened On 10 April 2021, Mrs M reported a claim to British Gas as she had no hot water and the radiators were dangerously hot. ... (2 pages)View decision -
Decision Reference DRN5371838
30 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited gave him poor service under his Homecare 200 policy.backgroundMr M took out a Homecare 200 policy with British Gas to cover his hot water and central heating system. In October 2014 Mr M reported a problem with his radi... (2 pages)View decision -
Decision Reference DRN4249553
1 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr M reported a leak at his home. British Gas attended and said the cylinder needed replacing.British Gas spoke to the manufacturer of th... (2 pages)View decision -
Decision Reference DRN3647162
3 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T’s complaint is that British Gas Insurance Limited damaged the gas pipe to his cooker and subsequently caused an explosion in his home.backgroundIn March 2012, an engineer attended Mr T’s property to carry out a repair to the toilet. In order to complete the repair, the engineer tur... (2 pages)View decision -
Decision Reference DRN-2888069
9 Jul 2021 British Gas Insurance Limited UpheldInsuranceDRN-2888069 The complaint Mr M complains that British Gas Insurance Limited failed to diagnose and repair a boiler fault in a reasonable timeframe. This left him and his family with no heating or hot water for approximately eight days during winter. Mr M had a HomeCare home emergency polic... (4 pages)View decision -
Decision Reference DRN-3354313
7 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3354313 The complaint Mrs C is unhappy with the way British Gas Insurance Limited (British Gas) handled her home emergency claim. What happened On 31 March 2021, Mrs C noticed all the electrical switches in her house had stopped working. The only exception to this was her lights. So, s... (3 pages)View decision -
Decision Reference DRN1497461
10 Nov 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms F has complained about the service she received from British Gas Insurance Limited.backgroundMs F has an insurance policy which covers the cost of repairs to various parts of her rental property. She made a claim because the hot water cylinder, gas hob and washing... (2 pages)View decision