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 2198 results
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Decision Reference DRN-1671971
30 Mar 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1671971 The complaintMr B is unhappy with the way British Gas Insurance Limited (BG) handled his claim under his HomeCare Central Heating Cover. What happenedMr B had a central heating fault which was covered by his HomeCare insurance. However, he’s unhappy with the way BG handled his ... (3 pages)View decision -
Decision Reference DRN-4169798
6 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4169798 The complaint Mr R complains about British Gas Insurance Limited (“BGI”) and the level of service he received when he made a claim on his insurance policy. What happened Mr R held an insurance policy, underwritten by BGI. This policy was designed to cover appliances such as his... (3 pages)View decision -
Decision Reference DRN0309345
18 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the service he received from British Gas Insurance Limited (BG) when his boiler broke down.backgroundMr D has a HomeCare Two policy with BG which provides cover for his boiler, controls and central heating and provides an annual service.On 17 January 2019, BG performed... (3 pages)View decision -
Decision Reference DRN9799744
25 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”):1.over a number of years when it was servicing his central heating boiler under his home emergency insurance policy failed to warn him that it was suffering from a corrosion issue that could result in it having to be replaced at any... (3 pages)View decision -
Decision Reference DRN-2795848
11 May 2021 British Gas Services Limited Not upheldInsuranceDRN-2795848 The complaint Mr R complains about British Gas Services Limited (BGS) and the length of time it took them to repair a fault to the heating system of his rental property. What happened Mr R owned a property which he let out to tenants. He took out an insurance policy with BGS to... (3 pages)View decision -
Decision Reference DRN0700903
15 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains about what British Gas Insurance Limited (“BGI”) did when he reported a leak.backgroundMr R told us that he called BGI about a leak in his property. He said that BGI sent someone out, but said someone else would have to come out to fix it, because th... (3 pages)View decision -
Decision Reference DRN-4319039
25 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4319039 The complaint Mrs D complains about British Gas Insurance Limited’s (BG) poor service following a claim under her home emergency policy. What happened Mrs D held a home emergency policy with BG and had been a customer for over 10 years. During this time Mrs D experienced issues... (5 pages)View decision -
Decision Reference DRN8957479
15 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited (“BGI”) failed to fix a leak in his home before he went on holiday, and that caused significant damage while he was away. background Mr T has a home emergency policy with BGI that covers drains and plumbing. He said he contacted BGI when he... (4 pages)View decision -
Decision Reference DRN-1662265
17 Mar 2020 British Gas Services Limited UpheldInsuranceDRN-1662265 The complaintMrs O complains that since 2011 she has been paying premiums to British Gas Insurance Limited (“BGI”) for a home emergency insurance policy that she wasn’t aware of. What happenedIn September 2019, Mrs O received a renewal letter from BGI about a home emergency ins... (4 pages)View decision -
Decision Reference DRN-5415821
9 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5415821 The complaint Mr D is unhappy with the service that he received from British Gas Insurance Limited (‘BG’) when a fault was discovered with his boiler during the annual boiler service and gas safety certification under his HomeCare insurance cover. In particular, Mr D wasn’t ... (3 pages)View decision
