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-1537223
27 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1537223The complaintMr L complains that British Gas Insurance Limited failed to replace all the parts in his boiler - following a repair claim on his policy.What happened Mr L had a British Gas Homecare insurance policy which he could claim for boiler repairs on. Mr L made a claim for ... (2 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 -
Decision Reference DRN8770675
6 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs D complain about work carried out to their boiler and wiring by British Gas Insurance Limited under their HomeCare policy. They also complain that British Gas Insurance Limited continued to take premiums for Home Electrical cover after it was removed from the policy.background... (2 pages)View decision -
Decision Reference DRN-4326304
31 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4326304 The complaint Mr E complains that British Gas Insurance Limited failed to complete a leak repair in his bathroom which resulted in damage to his bathroom floor. What happened Mr E had a home emergency policy with British Gas. In November 2021 he made a claim as he had a leak in... (3 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-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 DRN8393023
11 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B is unhappy with the way British Gas Insurance Limited handled a claim on his HomeCare insurance.background In February 2017, Mr B had a dripping tap so he made a claim on his British Gas HomeCare insurance. On 16 February, British Gas sent a plumber to his home... (2 pages)View decision -
Decision Reference DRN2509079
8 Jan 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains about the service provided by British Gas Insurance Limited in relation to clearing a blocked pipe.backgroundMr W owns a property which he lets out to tenants through a managing agent. He has a home emergency policy for the property, and when there were p... (3 pages)View decision -
Decision Reference DRN1023049
15 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Ms R says that British Gas Services Limited mishandled a claim under a home emergency insurance policy. BackgroundMs R has a Homecare policy that covers her boiler and central heating system. In September 2015 Ms R contacted British Gas to arrange a slightly early a... (2 pages)View decision