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 DRN3105063
24 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr C was unhappy about the time British Gas took to deal with the matter when he had a problem with his heating boiler. And he was also un... (2 pages)View decision -
Decision Reference DRN8530103
9 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R’s complaint is about the handling of her central heating insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in February 2019, part of which is copied below: “Mrs R has held a policy with British Gas for ... (4 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 DRN8211029
31 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the level of service received from British Gas Insurance Limited duringan annual service carried out in February 2013. Mr H believes that damage was caused tohis central heating system as a result of British Gas’ negligence.backgroundI issued my ... (7 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 DRN1758946
9 Nov 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F is unhappy at British Gas Insurance Limited’s decision to decline a claim under her home emergency policy.backgroundMrs F has a HomeCare policy that includes cover for plumbing. In June 2016 Mrs F reported a leak from a shower. So British Gas sent an engineer ... (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 DRN-3948373
1 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3948373 The complaint Mr K complains that British Gas Insurance Limited failed to identify a leak from his boiler when dealing with a claim under his HomeCare insurance policy. What happened The background of this complaint is well known to both parties but, for completeness, I’ll set ... (4 pages)View decision -
Decision Reference DRN-4289858
8 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4289858 The complaint Mrs L and Mr M complain about the number of visits carried out by British Gas Insurance Limited (“British Gas”) to resolve an issue under their home emergency insurance policy. They also complain about the behaviour of agents during scheduled appointments. Mr M ha... (5 pages)View decision