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-5964038
21 Nov 2025 British Gas Insurance Limited UpheldInsuranceDRN-5964038 The complaint Mr O complains about how British Gas Insurance Limited handled claims under his HomeCare policy. What happened Mr O reported sewage smells in his property to British Gas on several occasions between 2021 and 2024. British Gas investigated these issues, cleaned... (4 pages)View decision -
Decision Reference DRN-3361107
28 Apr 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3361107 The complaint Mr T complains about his home emergency policy provided by British Gas Insurance Limited (British Gas) and that British Gas left him without heating or hot water for a week. What happened One evening In October 2021 Mr T found there was no hot water at his propert... (3 pages)View decision -
Decision Reference DRN-4437290
28 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4437290 The complaint Mr R and Dr W have complained about the service provided by British Gas Insurance Limited in relation to a claim made under their home emergency insurance policy. What happened Dr W held a boiler and central heating insurance policy with British Gas since December... (12 pages)View decision -
Decision Reference DRN-3171002
19 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3171002 The complaint Mr T complains about poor service and about the cover provided under his home insurance policy with British Gas Insurance Limited. What happened Mr T bought a HomeCare policy with British Gas in October 2019. This policy provides an annual service of his boiler an... (3 pages)View decision -
Decision Reference DRN5861955
4 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about the increasing premium that British Gas Insurance Limited is charging for his home emergency insurance policy. backgroundIn 2016 Mr T contacted British Gas because his home emergency policy premium had gone up. British Gas first offered to apply an ex... (2 pages)View decision -
Decision Reference DRN-3589388
3 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3589388 The complaint Mrs C complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. Mrs C is represented by Mr C. Where I refer to British Gas, I refer to the above-named insurance company and I include employee... (4 pages)View decision -
Decision Reference DRN-2830864
9 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2830864 The complaint Mrs H complains about delays when she made a claim with British Gas Insurance Limited under an insurance policy covering faults with her boiler. To resolve her complaint, she wants British Gas to reimburse what she’s paid for another contractor to carry out the re... (4 pages)View decision -
Decision Reference DRN-4098136
25 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4098136 The complaint Mr and Mrs M complain about the service received from British Gas Insurance Limited following renewal of their homecare policy. What happened Mr and Mrs M have been customers of British Gas for a number of years. They have a Homecare ... (2 pages)View decision -
Decision Reference DRN-2069844
13 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2069844The complaintMr G complains that British Gas Insurance Limited mishandled his claim on a home emergency insurance policy. What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include other companies and individuals insofar as I hold that... (3 pages)View decision -
Decision Reference DRN-1823738
26 Jun 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Mrs M complains that British Gas Insurance Limited has turned down a claim she made on her home emergency insurance policy. What happened In November 2017, Mrs M added electrical cover to her home emergency insurance policy. She told British Gas about a fault with her electri... (4 pages)View decision