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 2257 results
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Decision Reference DRN-3268846
4 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3268846 The complaint Mr C complains about how British Gas Insurance Limited (“British Gas”) handled a claim under his home emergency cover. What happened Mr C has a Homecare policy with British Gas that provides cover for home emergencies, an annual service of a boiler and gas safety ... (3 pages)View decision -
Decision Reference DRN2427683
10 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M complains, through her daughter, that British Gas Insurance Limited is responsible for poor service in connection with her home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include its associated plumbing and dr... (3 pages)View decision -
Decision Reference DRN7903023
28 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company of that name and I include its engineers and others for whose actions I hold it respon... (3 pages)View decision -
Decision Reference DRN6794862
29 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr S had a British Gas policy that covered central heating and plumbing and drainage repairs. That was subject to an excess or fixed fee. Where I... (3 pages)View decision -
Decision Reference DRN-3139964
7 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3139964 The complaint Ms S complaints that British Gas Insurance Limited (“British Gas”)– the insurer of her home emergency insurance – hadn’t carried out an annual service on her boiler for 28 months. What happened Ms S has “HomeCare Two – Boiler, controls and central heating cover in... (6 pages)View decision -
Decision Reference DRN6554034
20 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited when he made a claim under his home emergency policy.As the complaint concerns a claim under the policy I’m making this decision against British Gas Insurance Limited, which is the insure... (5 pages)View decision -
Decision Reference DRN-1726844
1 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1726844 The complaintMr S complains about the service he got from British Gas Insurance Limited after he made a claim on his home emergency policy. What happenedOn 2 May 2019, Mr S noticed a drain in his garden was overflowing. He called British Gas to make a claim. The call handler to... (3 pages)View decision -
Decision Reference DRN-3339300
1 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3339300 The complaint Mrs T complains about British Gas Insurance Limited (“British Gas”) for failing to identify developing corrosion to her boiler flue, despite attending recently for a boiler service and inspection. Mrs T wants British Gas to pay for Mrs T’s replacement boiler and t... (3 pages)View decision -
Decision Reference DRN5057205
11 Apr 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited gave him poor service under a home emergency insurance policy.backgroundMr K had British Gas insurance cover which included plumbing and drainage. He suffered a water leak through a ceiling and into his kitchen. He call... (5 pages)View decision -
Decision Reference DRN-5847540
12 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5847540 The complaint Mrs T has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home emergency insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the purposes of t... (5 pages)View decision