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 2269 results
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Decision Reference DRN7461148
29 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited (“BGI”) didn’t respond within a reasonable time when a water pipe in his bathroom burst and he called on BGI under his home emergency insurance policy.backgroundAt about 5.50 am one morning in June 2018, Mr D found tha... (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 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 DRN-1834747
23 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1834747 The complaintMiss C and Mr P complain about damage caused when British Gas Insurance Limited carried out work on their boiler. What happenedMiss C and Mr P have an insurance policy with British Gas Insurance Limited (BG) which covers their boiler amongst other things. In 2018, ... (3 pages)View decision -
Decision Reference DRN-3195493
23 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3195493 The complaint Mrs T has complained about the service she received from British Gas Insurance Limited (BG) under her HomeCare policy. What happened Mrs T says she held a HomeCare policy with BG between 2005 and 2017, which included the benefit of an annual boiler service. She la... (3 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-4171320
20 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4171320 The complaint X complains about British Gas Insurance Limited’s actions during a visit to service his boiler and central heating system. What happened X has a HomeCare insurance policy underwritten by British Gas (BG) which covers his boiler, controls and central heating system... (3 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 -
Decision Reference DRN4168340
26 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains that British Gas Insurance Limited (“BGI”) did some work under her home emergency insurance policy, which caused a leak. background Mrs H told us that she had an engineer from BGI out to do some work on the central heating system in her home. She said... (2 pages)View decision