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 2255 results
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Decision Reference DRN0354693
13 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complained that British Gas Insurance Limited (“BGI”) charged him the policy excess from his home emergency policy to repair some damage that a previous BGI engineer had caused while doing work under the same policy. background Mr C said that BGI sent a plumber to... (4 pages)View decision -
Decision Reference DRN-2490113
8 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2490113 The complaint Mr M complains that British Gas Insurance Limited (BG) failed to carry out an annual service and increased his premiums, under his home emergency policy. It should be noted that the insurer in this complaint is British Gas Insurance Limited, who is the business wh... (4 pages)View decision -
Decision Reference DRN-3018143
8 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3018143 The complaint Mr H complains about British Gas Insurance Limited (BG) who declined a claim under his home emergency policy. What happened Mr H contacted BG as his boiler had lost heating and hot water. It told him that it couldn’t send an engineer for a few weeks partly due to ... (3 pages)View decision -
Decision Reference DRN-2661564
10 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2661564 The here complaint Ms S has complained about damage caused by a powerflush that British Gas Insurance Limited (BG) advised her to have following a leak. What happened Throughout 2019 Ms S had problems with her heating system. On 3 December 2019 a leak occurred from the loft int... (4 pages)View decision -
Decision Reference DRN-2458378
23 Dec 2020 British Gas Services Limited UpheldInsuranceDRN-2458378 The complaint Mrs H is unhappy that British Gas Services Limited (BG) missed scheduled appointments for her annual boiler service. What happened Mrs H had HomeCare Four home emergency cover with BG, which included an annual boiler service. She took out the cover to extend the t... (4 pages)View decision -
Decision Reference DRN2101458
11 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited (“BGI”) wasn’t able to respond within a reasonable time when he called on it under his home emergency insurance policy after his central heating boiler broke down. He wants BGI to reimburse what he had to pay a third ... (3 pages)View decision -
Decision Reference DRN4989544
19 Sep 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Ms F’s complaint is about the way British Gas Services Limited (BG) renewed her HomecarePolicy.backgroundIn early November 2016, BG sent Ms F a renewal quote for Ms F’s policy for the propertyshe rented out at a significantly higher premium than the previous year. Bu... (2 pages)View decision -
Decision Reference DRN-5682845
26 Aug 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5682845 The complaint Mr S has complained about his HomeCare insurance product provider, British Gas Insurance Limited (BGI) as he feels he was provided poor service when discussing his policy needs, with BGI’s administrator, which caused him distress and inconvenience. It’s import... (2 pages)View decision -
Decision Reference DRN-3734451
4 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3734451 The complaint Mr and Mrs F complain about British Gas Insurance Limited (BG) who carried out work on their boiler, which was unsuccessful, following a claim under their home emergency policy. What happened Mr and Mrs F contacted BG as there were error codes that were displaying... (3 pages)View decision -
Decision Reference DRN9015297
24 May 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (BG) is responsible for a water leak that caused damage to his house. I’ve previously issued a provisional decision in this case. I’ve received further comments from Mr B and from BG which I’ve considered but I’m not ... (2 pages)View decision