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-2213679
22 Jan 2021 British Gas Services Limited Not upheldInsuranceDRN-2213679 The complaint Mr A is unhappy with the way British Gas Services Limited have administered his HomeCare Two insurance policy. He says they didn’t make enough effort to notify him that his annual service, booked for 3 March 2020, had to be rearranged. What happened Mr A has had a... (2 pages)View decision -
Decision Reference DRN-4215173
28 Jun 2023 British Gas Services Limited UpheldInsuranceDRN-4215173 The complaint Mrs F complains that British Gas Services Limited failed to cancel her HomeCare policy and continued to deduct premiums from her bank account. What happened In 2022, Mrs F received an email from British Gas notifying her that an engineer was on their way to her r... (3 pages)View decision -
Decision Reference DRN-6005915
15 Jan 2026 British Gas Insurance Limited UpheldInsuranceDRN-6005915 The complaint Mrs G has complained about the way British Gas Insurance Limited handled a claim under a HomeCare policy. Mrs G is represented in this complaint by her daughter, Mrs F. What happened Mrs G and the late Mr G made a claim under a HomeCare policy on 22 October ... (3 pages)View decision -
Decision Reference DRN2894728
28 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited damaged his boiler when it did a service under his home care insurance. He’s also unhappy about how it dealt with his complaint.backgroundIn October 2014 Mr W took out home care insurance with British Gas. It did a ser... (3 pages)View decision -
Decision Reference DRN6697283
29 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F is unhappy about the charges he was asked to pay by British Gas Insurance Limited under his home emergency policy.backgroundWhen a leak was found Mr F arranged for an engineer to visit. The British Gas engineer found two faulty leaking valves and replaced them. ... (2 pages)View decision -
Decision Reference DRN7795529
3 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C says British Gas Insurance Limited failed to fix her noisy boiler over several years.backgroundMrs C held a HomeCare Care agreement with British Gas Services Limited. The agreement became an insurance policy underwritten by British Gas Insurance Limited.Mrs C had... (2 pages)View decision -
Decision Reference DRN1015699
31 Oct 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs and Mr E complain that British Gas Insurance Limited had not treated them fairly when it capped their boiler off. They are also unhappy that they had to contact British Gas themselves to arrange for the Annual Service Visits. background to complaintIn November 20... (3 pages)View decision -
Decision Reference DRN2492440
7 Dec 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited hasn’t followed his instructions and sent his personal details to the wrong address. backgroundMr A has two HomeCare policies. One covers his home and the other covers a property that he rents out. Mr A raised a number ... (3 pages)View decision -
Decision Reference DRN9087633
8 May 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr H complains British Gas Services Limited hasn’t carried out annual services when it should have done and has provided poor customer service.backgroundMr H had a new boiler installed in late 2013 and at the same time took out a five year HomeCare policy. He com... (2 pages)View decision -
Decision Reference DRN-4470106
14 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4470106 The complaint Ms A complains British Gas Insurance Limited unfairly declined a claim she made on her homecare policy. What happened In Spring 2023, Ms A made a claim on her homecare policy for a leak from a pipe. British Gas attended the property but then declined the claim. It... (3 pages)View decision