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 2177 results
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Decision Reference DRN0508112
1 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D has complained about the service he’s received from British Gas Insurance Limited (“BG”) under his Homecare 100 policy.backgroundMr D took out a BG Homecare 100 policy in October 2014. Shortly afterwards BG undertook the first service and inspection of his boiler un... (2 pages)View decision -
Decision Reference DRN2833914
27 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms S complains that British Gas Insurance Limited’s (BG) didn’t repair her boiler under her Home Care insurance policy. My references to BG include its agents.backgroundMs S’ boiler failed and BG’s engineers told her it couldn’t be repaired as the part that needed r... (2 pages)View decision -
Decision Reference DRN-2185325
6 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2185325 The complaint Ms B has complained that she has been overcharged over a number of years for her HomeCare policy by British Gas Insurance Limited (BG). References to BG include its agents. What happened The background to this case is well known to both parties and has been set ou... (2 pages)View decision -
Decision Reference DRN-5463310
21 May 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5463310 The complaint Mrs R complains about that the lack of action taken by engineers appointed by British Gas Insurance Limited (BGIL) to detect the source of a leak. What happened Mrs R held a home emergency insurance policy with BGIL. She reported there was evidence of a leak as... (2 pages)View decision -
Decision Reference DRN-5123460
2 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5123460 The complaint Mr and Mrs M have complained about the way British Gas Insurance Limited (BGI) dealt with a claim under their HomeCare insurance policy. References to BGI in this decision include its agents. What happened In mid-November 2023 Mr and Mrs M took out a home eme... (2 pages)View decision -
Decision Reference DRN6869514
12 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that damage was caused to her home because of a delay in making repairs by British Gas Insurance Limited (“BGI”).backgroundMrs S said she rang BGI in November 2017 because she’d had a leak in her kitchen overnight. She had spoken to BGI that morni... (4 pages)View decision -
Decision Reference DRN-4226600
31 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4226600 The complaint Mr D complains about British Gas Insurance Limited (“BGI”) and service they provided after he made a claim on his HomeCare insurance policy. What happened Mr D held a HomeCare insurance policy, underwritten by BGI. This policy was designed to assist Mr D both prac... (4 pages)View decision -
Decision Reference DRN-4583143
20 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4583143 The complaint Mr W complains that British Gas Insurance Limited (BG) broke his radiator when carrying out repairs. What happened Mr W had a Homecare policy underwritten by BG which provided cover for central heating, plumbing and drains, and home electrics. He said BG made matt... (2 pages)View decision -
Decision Reference DRN-3214208
24 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3214208 The complaint Mr M complains that he was mis-sold a home insurance policy by British Gas Services Limited. What happened Mr M bought a HomeCare 2 policy with British Gas Services (BG) in July 2018. This covers problems with his boiler, boiler controls and central heating system... (4 pages)View decision -
Decision Reference DRN7037385
23 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (BG) failed to carry out a proper check of his central heating system at its annual service. As a consequence, a fault developed resulting in excessive gas consumption.backgroundBG carried out an annual service of Mr S... (2 pages)View decision
