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 2199 results
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Decision Reference DRN-3900434
23 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3900434 The complaint Mr T complains about British Gas Insurance Limited (BG) handling of his claim and poor service, under his home emergency policy. What happened Mr T contacted BG to report an issue with his hot water system. It sent some engineers to investigate and carry out repai... (2 pages)View decision -
Decision Reference DRN-4148776
7 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4148776 The complaint Mr W complains about British Gas Insurance Limited (BG) who sent him multiple invites for a boiler service, which he found harassing, under his home emergency policy. What happened Mr W held a home emergency policy with BG. He said that BG continually sent him inv... (2 pages)View decision -
Decision Reference DRN-2037639
2 Oct 2020 British Gas Services Limited Not upheldInsuranceDRN-2037639 The complaint Mr A is unhappy that British Gas Services Limited (BG) hasn’t provided cover for the boiler in his rental property, and he complains about the customer service he received. What happened Mr A had HomeCare Two boiler and central heating cover with BG. The policy wa... (2 pages)View decision -
Decision Reference DRN-4539441
29 Jan 2024 British Gas Services Limited Not upheldInsuranceDRN-4539441 The complaint Mr J complains that British Gas Insurance Limited (BG) caused damage to his home, following a claim under his home emergency policy. What happened Mr J contacted BG as he had a blocked sink at his home. It sent an engineer who whilst attempting to remove the block... (3 pages)View decision -
Decision Reference DRN-5583287
22 Aug 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5583287 The complaint Mr L is unhappy that British Gas Insurance Limited (“BG”) declined his claim for repair of his fridge-freezer. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. For around 15 years,... (3 pages)View decision -
Decision Reference DRN-3114365
29 Oct 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3114365 The complaint Mrs M complains about British Gas Insurance Limited’s (BG) poor service following a claim under her home emergency policy. What happened Mrs M reported a leak in her boiler to BG. It sent an initial engineer who didn’t fully fix the problem. Following this, Mrs M ... (2 pages)View decision -
Decision Reference DRN-1862285
21 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1862285The complaintMr A is unhappy that British Gas Services Ltd (BG) twice rescheduled his annual boiler service appointment. What happenedMr A had HomeCare Four cover with BG, which included his boiler, heating and plumbing. Two days before BG was due to attend to complete Mr A’s an... (3 pages)View decision -
Decision Reference DRN-2390172
3 Feb 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2390172 The complaint Ms B and Mr B are unhappy with the way British Gas Insurance Limited (BG) handled their annual boiler service appointments. What happened Ms B and Mr B had HomeCare Two home emergency cover, including an annual boiler service, with BG. For ease, I’ll refer only to... (3 pages)View decision -
Decision Reference DRN4504595
15 Jun 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Services Limited (BG) has classified his boiler and flue installation as “At Risk”.backgroundMr W has had a home emergency insurance policy with BG for some five years. Before the policy started, BG replaced the flue to Mr W’s boiler. At... (2 pages)View decision -
Decision Reference DRN-1887154
10 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1887154The complaintMrs and Mr L complain that British Gas Insurance Limited (BG) caused a leak but won’t cover the cost of repairing the damage. What happenedMrs and Mr L jointly held HomeCare Four home emergency cover, including plumbing and electrics, with BG. For ease, I will refer... (2 pages)View decision
