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 DRN-6265638
20 Apr 2026 British Gas Insurance Limited UpheldInsuranceDRN-6265638 The complaint Mr P has complained about the service he was provided with in relation to his claim under a home emergency insurance policy. What happened The background to this complaint and the issues I can actually consider are well known to the parties, so I am not going t... (2 pages)View decision -
Decision Reference DRN3840575
11 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr W and Mrs R’s complaint is about a boiler and central heating insurance policy held with British Gas Insurance Limited. BackgroundI issued a provisional decision on this matter in September 2019, part of which is copied below: “Mr W and Mrs R have held the policy for a number of years. ... (5 pages)View decision -
Decision Reference DRN4438450
3 Oct 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains about the delays caused by British Gas Insurance Limited during two separate claims made under his home emergency insurance policy.our initial conclusionsThe adjudicator recommended that the complaint be upheld in part. He considered that the compensation of £30 for a ... (2 pages)View decision -
Decision Reference DRN-1373954
6 Jan 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1373954 The complaintMr H is unhappy with the service he received after making a claim on his ‘homecare’ insurance policy with British Gas Insurance Limited. What happenedIn September 2019 Mr H contacted British Gas to make a claim on the policy to investigate, and repair, a leak in hi... (2 pages)View decision -
Decision Reference DRN-3328182
28 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3328182 The complaint Mr L is unhappy that he can’t manage his HomeCare accounts online, largely provided by British Gas Insurance Limited. What happened Mr L is unhappy that over the last two years, he’s not been able to access information about his accounts or book engineers online.... (2 pages)View decision -
Decision Reference DRN6537672
21 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains about the way British Gas Insurance Limited dealt with a claim under his homecare insurance policy.backgroundMr L reported a leaking shower and British Gas sent engineers to inspect. The overall findings were that the shower was in a poor condition and ... (1 page)View decision -
Decision Reference DRN1561982
10 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains that British Gas Insurance Limited mis-sold her a boiler protection policy. She feels that she would never have been able to claim on the policy that she has, and so the policy was unsuitable.backgroundMiss C has held a boiler protection and maintenan... (2 pages)View decision -
Decision Reference DRN6981324
24 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J has complained about British Gas Insurance Limited. He isn’t happy that it caused additional damage to his property after it attended under his home emergency policy.backgroundMr J had a problem in relation to a leaking shower which caused damage to his property. ... (2 pages)View decision -
Decision Reference DRN5442941
18 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P has complained about British Gas Insurance Limited. He isn’t happy with the service it provided under his home emergency policy.backgroundMr P isn’t happy that he received his renewal documentation 33 days before the service plan was due to expire, when he shoul... (1 page)View decision -
Decision Reference DRN4074433
11 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S is unhappy with the service provided by British Gas Insurance Limited in relation to a claim under an appliance insurance policy. background Mr S had a problem with his dishwasher and made a cl aim under the policy British Gas attended and determined that the dis... (2 pages)View decision