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 DRN-1488576
9 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1488576 The complaint Ms K complains that British Gas Insurance Limited (BG) incorrectly charged her a policy excess fee, on her home emergency insurance. What happened In February 2019, BG attended Ms K’s home and carried out an annual service. The day after the service Ms K reported ... (3 pages)View decision -
Decision Reference DRN-3755588
16 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3755588 The complaint Mr M has complained that British Gas Insurance Limited (BGIL) won’t meet the costs he paid to replace his gas boiler. Mr M held a Homecare agreement with BGIL. What happened Mr M held a HomeCare agreement with BGIL. In March 2021 a technician attended to inspect M... (4 pages)View decision -
Decision Reference DRN-2335840
29 Jan 2021 British Gas Services Limited Not upheldInsuranceDRN-2335840 The complaint Mr O complains that he was mis-sold an insurance policy for his boiler and central heating system by British Gas Services Limited (‘BGS’). What happened Mr O had a HomeCare Two policy with BGS which he’d renewed for a couple of years and previously made a claim on... (3 pages)View decision -
Decision Reference DRN-5072878
20 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5072878 The complaint Mr S is unhappy that British Gas Insurance Limited (“BG”) didn’t clear or repair his toilet drain after he claimed under his HomeCare insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve summarised what I think... (3 pages)View decision -
Decision Reference DRN-2964154
15 Nov 2021 British Gas Services Limited Not upheldInsuranceDRN-2964154 The complaint Mr and Mrs Q complain about the delays and poor handling of their boiler service under their ‘Central Heating Care’ policy provided by British Gas Services (BG). What happened Mr and Mrs Q had a boiler installed in 2015 by BG which came with a five-year warranty a... (3 pages)View decision -
Decision Reference DRN-3599501
7 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3599501 The complaint Mrs M is unhappy that British Gas Insurance Limited (BG) didn’t carry out her annual boiler service or attend to her boiler breakdown. What happened Mrs M bought a HomeCare Four home emergency policy with BG in January 2020. The policy provided cover for her boile... (4 pages)View decision -
Decision Reference DRN-3820069
17 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3820069 The complaint Mr W complained about British Gas Insurance Limited (BG) who were unable to repair his boiler, following a claim under his home emergency cover. What happened Mr W held a home emergency policy with BG, that covered repairs to his boiler amongst other things. He co... (3 pages)View decision -
Decision Reference DRN-2435572
27 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2435572 The complaint X and Mr S have complained that they received conflicting advice from British Gas Insurance Limited (BG) about the safety of the boiler in their rental property and were rushed into replacing it. What happened The background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-5895297
10 Nov 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5895297 The complaint Miss A complains about the service British Gas Insurance Limited (“BGIL”) provided during a claim on her home emergency insurance policy. When I mention BGIL I also mean its suppliers and contractors. What happened Miss A had a home emergency policy with BGIL c... (3 pages)View decision -
Decision Reference DRN9836499
6 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms H complains about British Gas Insurance Limited (“BGI”) failing to arrange her annual service, and the potentially severe consequences of that. background Ms H has home emergency insurance with BGI which covers her for an annual service and repairs to her gas boiler.... (4 pages)View decision