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 DRN1760864
20 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P has complained about a delay by British Gas Insurance Limited (BG) under his HomeCare policy in dealing with problems he had with his central heating system.backgroundThere is some history to Mr P’s complaint. He says he contacted BG a few years ago about poorly functioning radiators ... (3 pages)View decision -
Decision Reference DRN-1588892
2 Mar 2020 British Gas Services Limited Not upheldInsuranceDRN-1588892 The complaintMrs B is unhappy with the way British Gas Services Limited (BGS) have administered her HomeCare Three insurance policy. Mrs B appointed a representative when raising this complaint. For ease of reference, I will refer to them both as Mrs B in this decision. What ha... (3 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 DRN-1990474
30 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1990474 The complaint Mr P is unhappy that British Gas Insurance Limited (BG) carried out an incomplete repair on his boiler and then withdrew cover. What happened Mr P had HomeCare central heating, plumbing and electrical cover with BG. His new cover included a first repair visit, dur... (3 pages)View decision -
Decision Reference DRN-5413168
3 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5413168 The complaint The estate of Mrs B complains about British Gas Insurance Limited (“BGI”) and the service provided after they made a claim on the HomeCare insurance policy they held. The estate of Mrs B has been Mrs M, it’s executor. So, for ease of reference, I will refer to ... (3 pages)View decision -
Decision Reference DRN1389972
27 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms T complains that British Gas Insurance Limited refused to do repairs on her home.backgroundMs T got in touch with us to tell us about a claim that BGI had declined. She said that BGI had told her it wouldn’t cover her for a leak at her property, because the copper ... (3 pages)View decision -
Decision Reference DRN2057204
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited (“BG”) has charged him for work that he thinks should be covered by his Homecare 200 maintenance policy.backgroundMr W had a problem with his central heating system, which he pointed out to a BG engineer at a routine se... (2 pages)View decision -
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 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