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 DRN6043147
23 Oct 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E complains that British Gas Insurance Limited mishandled his claim on a HomeCare policy.backgroundMr E had a loft bathroom with a basin in it. To provide hot water, he had an electric instant water heater. It started to leak. He complained when British Gas declined to replace it.The... (2 pages)View decision -
Decision Reference DRN-1865622
27 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1865622The complaintMrs R complains that British Gas Insurance Limited caused the stopcock in her house to leak and this resulted in damage to her kitchen. What happenedAround July 2019, British Gas sent an engineer, who I’ll refer to as “D” to carry out a repair under Mrs R’s homecare... (3 pages)View decision -
Decision Reference DRN9135598
14 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T has complained that British Gas Insurance Limited (British Gas) didn’t carry out a proper annual boiler service under his home emergency policy. He also wasn’t happy with its service. Mr T is being represented by his wife, Mrs T.backgroundIn February 2017 Mrs T arran... (2 pages)View decision -
Decision Reference DRN2203026
10 Mar 2015 British Gas New Heating Limited Not upheldBanking and creditMr and Mrs C complain that British Gas New Heating Limited misrepresented the cost savings that would be made if they agreed to buy a new boiler. They are represented in their complaint by their son, Mr A. backgroundMr and Mrs C were visited by a British Gas Engineer in October 2012. T... (3 pages)View decision -
Decision Reference DRN-5815177
15 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5815177 The complaint Mr M complains about premium increases to his British Gas Insurance Limited home emergency policy. What happened Mr M had a British Gas home emergency policy. His policy was due to renew in January 2025. British Gas wrote to him before the renewal quoting his n... (2 pages)View decision -
Decision Reference DRN0362373
6 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss K complains that British Gas Insurance Limited gave her poor service under a home care policy.backgroundMiss K had a property let to tenants. The boiler broke down. She complained about the response from British Gas. She also complained that its engineer scared off her tenants ... (1 page)View decision -
Decision Reference DRN3579629
9 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr I has complained about British Gas Services Limited. He isn’t happy about the service British Gas Services Limited provided following a repair under his home emergency policy.backgroundMr I made a claim under his home emergency policy. This was because he had p... (2 pages)View decision -
Decision Reference DRN-1748548
24 Apr 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1748548The complaintMr J complained because British Gas Insurance Limited declined a claim under his Home Care insurance policy. What happenedMr J made a claim towards the end of 2018 because there was a leak in the plumbing in the bathroom/toilet area. One of British Gas's repair... (3 pages)View decision -
Decision Reference DRN9460622
18 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that an engineer from British Gas Insurance Limited broke her bathroom window when he was at her home repairing a blocked toilet.backgroundMrs S has a British Gas insurance policy which covers various parts of her home. She made a claim for a blocked ... (2 pages)View decision -
Decision Reference DRN2255238
20 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that British Gas Insurance Limited won’t pay his claim for replacement of his boiler under his HomeCare Insurance policy.backgroundIn October 2017 a British Gas engineer attended Mr M’s let property to carry out a landlord safety check. The following da... (2 pages)View decision