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 DRN4012089
17 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs F are unhappy with the settlement offered to them for damage caused following a claim under their home care policy with British Gas Services Limited.backgroundIn February 2017 an electrician called at Mr and Mrs F’s home to carry out electrical repairs in t... (2 pages)View decision -
Decision Reference DRN7448800
24 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Ms M complains about the standard of service she received from British Gas Services Limited under her home emergency insurance policy.backgroundMs M’s tenant reported that the gas hob wasn’t working. British Gas attended and found it had been turned off via the isola... (2 pages)View decision -
Decision Reference DRN8450799
15 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M is unhappy with the service provided by British Gas Insurance Limited with regard to his landlord policy. backgroundMr M has a group policy covering around eight properties that he rents out. He has complained about a number of matters relating to those policies, ... (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 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 DRN4031715
15 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about British Gas Insurance Limited. They aren’t happy about the delay in dealing with a claim under their homecare insurance policy.backgroundMr and Mrs H had a homecare policy with British Gas. They called British Gas as they had a proble... (2 pages)View decision -
Decision Reference DRN7989353
19 Aug 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss F complains about the service provided by British Gas Insurance Limited under her Home Care insurance policy. background Miss F’s boiler was serviced on 7 January 2013 by British Gas. The engineer placed an “at risk” notice on the boiler following the service. He explained that the... (2 pages)View decision -
Decision Reference DRN-4476519
6 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4476519 The complaint Mr G complained that his claim was unfairly declined by British Gas Insurance Limited (“British Gas”) under his Central Heating Homecare policy. What happened Mr G made a claim when he noticed a leak in his cold-water storage tank. Mr G was initially told by the c... (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 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