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 DRN2541725
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about poor workmanship and poor customer service by British Gas Insurance Limited (“BGI”) when he called on it for assistance under his home emergency insurance policy in respect of a number of issues.backgroundMr A had a home emergency insurance policy wit... (3 pages)View decision -
Decision Reference DRN-2919934
2 Aug 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2919934 The complaint Ms S has complained that British Gas Insurance Limited (BG) has rejected her claim under her HomeCare policy when a faulty pump caused damage to her home. She says that its Terms and Conditions are misleading. What happened Ms S’s complaint arises following what s... (3 pages)View decision -
Decision Reference DRN-2888202
22 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2888202 The complaint Mr H complains about poor customer service provided by British Gas Insurance Ltd (“BGI”), and in particular that: it failed to make proper allowance for disabilities from which he suffers when arranging visits under his home emergency insurance policy; and it pu... (5 pages)View decision -
Decision Reference DRN6854787
15 Jan 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss C has complained about her home care cover supplier British Gas Insurance Limited (BG). She says it let her down when she needed its assistance with an electrical problem at her home. This has caused her extra costs as well as upset. She’d like those reimbursed, compensation paid and ... (4 pages)View decision -
Decision Reference DRN0155083
10 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B has complained about the length of time that British Gas Insurance Limited (BG) took to repair a faulty installation, and that it won’t reimburse him for the cost of a new heating system.backgroundMr B had a HomeCare insurance policy with BG that covered his boiler, controls and centr... (4 pages)View decision -
Decision Reference DRN-5580954
15 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5580954 The complaint Miss F complains about how British Gas Insurance Limited handled and settled a claim she made under her HomeCare policy What happened Miss F held a HomeCare policy, which is underwritten by British Gas Insurance Limited (BGIL). She held this policy since 2002.... (4 pages)View decision -
Decision Reference DRN-2018746
7 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2018746The complaintMrs B has complained about the poor service she received from British Gas Insurance Limited (BG) after an annual service visit was cancelled. What happenedMrs B has a Homecare policy with BG which provides her with an annual service visit. On 6 November 2019, Mrs B ... (3 pages)View decision -
Decision Reference DRN-2417750
18 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2417750 The complaint Mr E has complained that British Gas Insurance Limited (BG) won’t repair his boiler and declare it safe because there is corrosion present. I’ve previously issued a provisional decision in relation to this complaint and received further submissions from Mr E to wh... (3 pages)View decision -
Decision Reference DRN7735369
11 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms A complains about how British Gas Insurance Limited (BG) dealt with her Homecare insurance claim and about its service. My references to BG include its agents.backgroundMs A had kitchen appliance insurance cover with BG and claimed for a fault with her dishwasher... (3 pages)View decision -
Decision Reference DRN-4051884
22 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4051884 The complaint Ms M and Mr M are unhappy about the handling, service and decline of a boiler claim by British Gas Insurance Limited under a home emergency HomeCare policy. The policy is in the name of Ms M and Mr M but for the purposes of this decision as Mr M as dealt with most... (4 pages)View decision