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 DRN4651908
6 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about poor customer service when he called on British Gas Insurance Limited (“BGI”) under his home emergency insurance policy following a burst pipe at his property.backgroundOn 3 March 2018 Mr S discovered a water leak in a property he owned which was occu... (3 pages)View decision -
Decision Reference DRN-2841575
3 Jun 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2841575 The complaint Ms S is unhappy about the service she received from British Gas Insurance Limited (BG) under her home emergency policy. What happened Ms S experienced problems with her boiler and contacted BG to book an engineer visit. Ms S said that she found it difficult to sec... (3 pages)View decision -
Decision Reference DRN-4936482
22 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4936482 The complaint Mr R and Mr M have brought a complaint about British Gas Insurance Limited (“BG”) in their capacity as directors of limited company, “T”. For ease, I’ll refer to Mr R throughout this decision, as most of the correspondence in this case has been with Mr R. The c... (3 pages)View decision -
Decision Reference DRN-5625619
11 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5625619 The complaint Mr B complains that British Gas Insurance Limited (“BG”) missed an appointment to fix an appliance leak, leading to significant water damage to his property. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I... (4 pages)View decision -
Decision Reference DRN-2837393
7 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2837393 The complaint Mr D complains that British Gas Insurance Limited (BG) failed to carry out an annual service correctly and didn’t address his outstanding issues, following a claim under his home emergency policy. What happened Mr D contacted BG to carry out an annual service of h... (3 pages)View decision -
Decision Reference DRN-2264878
6 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2264878 The complaint Mrs B is unhappy about the service she received from British Gas Insurance Limited (BG) under her home emergency policy. What happened BG invited Mrs B to book an annual service of her boiler. The first available date offered was in March 2020. In January 2020 Mrs... (3 pages)View decision -
Decision Reference DRN-2484260
18 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2484260 The complaint Mr and Mrs M complain that British Gas Insurance Limited (BG) has unfairly declined their claim under their home emergency policy. What happened Mr and Mrs M rent out a property. The tenants contacted BG as they complained that they had no heating and hot water. T... (3 pages)View decision -
Decision Reference DRN5533377
2 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited’s (BG) failure to properly repair a leak under his Homecare insurance policy caused damage to his home. He also complains about BG’s service. My references to BG include its agents.backgroundOn 13 April 2018 Mr T contacted BG when he discov... (3 pages)View decision -
Decision Reference DRN8046592
8 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited’s (BG) service under his home care insurance policy. My references to BG include its agents.backgroundOn 12 June 2017 BG’s engineer attended Mr A’s property to carry out an annual service on the warm air unit and circul... (3 pages)View decision -
Decision Reference DRN-3997658
14 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3997658 The complaint Mrs V and Mr W complain about British Gas Insurance Limited (BGI) and their failure to repair a leak connected to their central heating system in March 2021. Mrs V and Mr W are unhappy that BGI are now refusing to pay for the repairs needed to fix a hole in their ... (4 pages)View decision