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 DRN1001854
29 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited mishandled his claim under his home emergency insurance policy.backgroundIn 2010 Mr M had a back boiler system fitted by British Gas. This system was connected to an electric heater.Mr M took out a HomeCare 400 policy ... (2 pages)View decision -
Decision Reference DRN5677349
29 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas installed a new boiler and a hive thermostat in Mr A’s home. The work wasn’t done under his insurance policy. Mr A subsequentl... (2 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 -
Decision Reference DRN5706079
18 Nov 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M and Mrs M have complained about the service they received from British Gas Insurance Limited following a fault with their boiler.background Mr M and Mrs M had a problem with their boiler – there was intermittent hot water and heating. Engineers attended on var... (2 pages)View decision -
Decision Reference DRN6823950
20 Aug 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs D has complained about her Homecare boiler policy from British Gas. She believes that since 2009 it has not been suitable and that she was mis-led about the level of cover that she had. backgroundMrs D had a Homecare policy with British Gas since October 1990. In A... (2 pages)View decision -
Decision Reference DRN8108379
17 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P has complained about the way British Gas Insurance Limited handled a claim made under a home emergency insurance policy.backgroundMr P held a Home Care insurance policy with British Gas, which included cover for repairs to his plumbing.In June 2018 Mr P reporte... (2 pages)View decision -
Decision Reference DRN5692426
15 May 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J has complained about the date British Gas Insurance Limited (British Gas) offered her for the annual boiler service she receives as part of her home emergency insurance.backgroundMrs J had a HomeCare policy with British Gas which entitled her to an annual boiler... (2 pages)View decision -
Decision Reference DRN-5656637
30 Jun 2025 British Gas Insurance Limited UpheldInsuranceDRN-5656637 The complaint Mrs H is unhappy with the repairs carried out by British Gas Insurance Limited to her dishwasher and toilet under her plumbing and drainage insurance policy. She says her property has been left with further damage. When referring to British Gas, this includes i... (4 pages)View decision -
Decision Reference DRN9429225
15 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs L are unhappy with how British Gas Insurance Limited has acted when it came to maintain their boiler – under their Homecare 100 policy.backgroundMr and Mrs L had an engineer attend their property on 26 October 2016 to carry out a routine service on their b... (3 pages)View decision -
Decision Reference DRN2305693
3 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms N complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundBritish Gas was called to deal with a water leak in Ms N’s tenanted property.Ms N later complained to British Gas about its handling of t... (2 pages)View decision