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-5728995
1 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5728995 The complaint E complains about British Gas Insurance Limited (“BGI”) and their handling of the claim it made on it’s Multi Premises insurance policy. E’s claim has been brought to our service by its director, Mr S. For ease of reference, I will refer to any comments made, o... (4 pages)View decision -
Decision Reference DRN-2342194
13 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2342194 The complaint Mr A complains that British Gas Insurance Limited (BG) is responsible for poor service in connection with his kitchen appliance cover of his home emergency insurance policy. What happened In March 2019, Mr A contacted BG to report an issue with his washing machine... (3 pages)View decision -
Decision Reference DRN3315534
22 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Company B complains that, without telling it, British Gas Insurance Limited (“BGI”) changed the terms of its home emergency insurance policy after it took out the policy. It’s represented in bringing this complaint by its director, Mr F.background Company B owned a num... (4 pages)View decision -
Decision Reference DRN7367593
22 Dec 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains about how British Gas Services Limited (BG) serviced his boiler under his home care policy and about the service it gave him.backgroundMr R’s original complaint to us was that he wasn’t happy with BG’s boiler annual service and how it dealt with his... (4 pages)View decision -
Decision Reference DRN2494374
9 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complained that British Gas Insurance Limited (“BGI”) had cancelled his home emergency policy.backgroundMr C had a home emergency policy with BGI. He’d had ongoing problems with his central heating, over a number of years. He contacted BGI because he had again been told to get his cen... (5 pages)View decision -
Decision Reference DRN6355558
2 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W complain that British Gas Insurance Limited (BG) isn’t performing an annual boiler service every twelve months.backgroundMr and Mrs W have a Homecare insurance policy with BG. A benefit of the insurance is that BG carries out an annual boiler service. Mr a... (2 pages)View decision -
Decision Reference DRN-2183098
16 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2183098The complaintMr C complains about the delay and poor service he experienced when he claimed under his appliance cover with British Gas Insurance Limited (BG). What happenedMr C had Homecare and Kitchen Appliance Cover with BG. His washing machine wasn’t working, so he booked an ... (5 pages)View decision -
Decision Reference DRN8533432
28 Jan 2016 British Gas New Heating Limited Not upheldBanking and creditMr S’s complaint is about his fixed sum loan agreement with a third party (“T”). It was sold tohim by British Gas New Heating Limited, trading as British Gas, (“BG”) to finance theinstallation of a gas boiler. Mr S said that BG’s sales consultant didn’t fully exp... (4 pages)View decision -
Decision Reference DRN2420211
5 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”) provided poor service when it attended to his gas boiler under his HomeCare policy.backgroundIn March 2014 BGI came to Mr B’s house and carried out a routine service and safety check of his gas central heating... (2 pages)View decision -
Decision Reference DRN-3664787
8 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3664787 The complaint Mr D on behalf of Mrs M as policyholder for business ‘D’ has complained that delays in attending to an issue with a boiler led to damage unnecessarily being caused by a water leak. Mrs M bought a Homecare agreement with British Gas Insurance Ltd (BGIL). What happe... (2 pages)View decision
