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 2181 results
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Decision Reference DRN-4155035
23 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4155035 The complaint Mr H complains that a British Gas Insurance Limited (British Gas) engineer damaged his boiler beyond repair and caused further damage to a kitchen worktop following a claim he made under his home emergency policy. What happened Mr H says British Gas repaired his b... (3 pages)View decision -
Decision Reference DRN-3018324
2 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3018324 The complaint Mr T complained British Gas hadn’t offered enough to address the distress suffered after his boiler was left in a dangerous condition by one of their engineers. What happened On 11 February 2021 an engineer came to Mr T’s house under the home care cover provided b... (3 pages)View decision -
Decision Reference DRN-2187802
22 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2187802The complaintOn behalf of his late wife Mrs C, Mr C complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happenedSadly, Mrs C passed away on 2 August 2020. I’m sorry for Mr C’s loss. Mrs C had a B... (4 pages)View decision -
Decision Reference DRN-4336686
22 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4336686 The complaint Mrs B complains British Gas Insurance Limited has unfairly declined a claim under her home emergency policy. Any reference to Mrs B includes the actions and comments of her representative. And any reference to British Gas includes the actions of its agents. What h... (3 pages)View decision -
Decision Reference DRN-3610564
22 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3610564 The complaint Mr F and Mrs F complain about British Gas Services Limited (“British Gas”) because they think that they did not receive the benefit of cover for around 2 years. They want a refund of their premiums and compensation for their distress and inconvenience. What happen... (3 pages)View decision -
Decision Reference DRN-4146215
27 Jun 2023 British Gas Services Limited UpheldInsuranceDRN-4146215 The complaint Mr J complains about delays and poor service from British Gas Services Limited (British Gas) in relation to his Homecare agreement. Any reference to British Gas includes its respective agents unless specified otherwise. What happened The background of this complai... (3 pages)View decision -
Decision Reference DRN-5637886
26 Jun 2025 British Gas Insurance Limited UpheldInsuranceDRN-5637886 The complaint Mrs C complains about the service she received from British Gas Insurance Limited under her Homecare policy. Mrs C has largely been represented by Mr C in this complaint, but for ease of reference I shall refer to anything Mr C said on Mrs C’s behalf to have be... (3 pages)View decision -
Decision Reference DRN-4088862
20 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4088862 The complaint Mr and Mrs L are unhappy with British Gas Insurance Limited’s (British Gas) handling of claims made for leaks at their property. What happened Mr and Mrs L have a Home Care policy with British Gas. The policy covers, amongst other things, problems with plumbing an... (9 pages)View decision -
Decision Reference DRN5638065
4 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited failed to attend agreed appointments for a landlord’s safety inspection under his HomeCare insurance policy, and that this resulted in a delay in his tenants being able to move into the property. background Mr D arranged three appointments... (2 pages)View decision -
Decision Reference DRN-2952776
27 Aug 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2952776 The complaint Mr C complains that British Gas Insurance Limited (British Gas) incorrectly sent him an invoice for £60 related to his HomeCare cover. What happened In late January 2021, Mr C received an invoice from British Gas for £60 related to his HomeCare emergency cover. Mr... (2 pages)View decision
