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-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 DRN6833321
16 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited causing damage to his carpet during a repair visit. Mr A is unhappy with the offer British Gas has made in respect of the cost of the replacement carpet.backgroundMr A holds a HomeCare policy, underwritten by British Gas Insurance Limi... (2 pages)View decision -
Decision Reference DRN-3652740
22 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3652740 The complaint Mr L has complained that British Gas Insurance Limited (British Gas) was unable to repair a boiler under a home emergency policy. What happened Mr L contacted British Gas to repair a boiler at a rental property he owned. Over a series of visits, engineers inspecte... (3 pages)View decision -
Decision Reference DRN0249640
3 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains, through his wife Mrs W, that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include other companies and individua... (4 pages)View decision -
Decision Reference DRN0544973
28 Apr 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs D complains that British Gas Insurance Limited caused damage to her gas fire during an annual service.backgroundIn late August 2012, British Gas attended Mrs D’s property to carry out an annual service. While trying to remove a glass panel at the front of the ... (2 pages)View decision -
Decision Reference DRN-3290380
8 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3290380 The complaint Mr P complains that British Gas Insurance Limited treated him unfairly when it declined to cover the cost of a new boiler. Mr P says British Gas is responsible for his boiler breaking and so, should reimburse him the cost of having a new one installed. What happen... (3 pages)View decision -
Decision Reference DRN0703741
7 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P’s complaint is about her home emergency insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in May 2018, the main part of which is copied below: “Mrs P held the insurance policy with British Gas for aroun... (3 pages)View decision -
Decision Reference DRN-3187272
3 Dec 2021 British Gas Services Limited Not upheldInsuranceDRN-3187272 The complaint Mr B complains about British Gas Services Limited’s handling of two claims he made under his HomeCare Two policy. What happened Mr B has a HomeCare Two policy with British Gas that covers his boiler, controls and central heating including an annual service. About ... (4 pages)View decision -
Decision Reference DRN-3832770
29 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3832770 The complaint Mr P complains about the service received from British Gas Insurance Limited. What happened The background to this complaint is well known to both Mr P and British Gas. In my decision, I’ll focus mainly on giving the reasons for reaching the outcome that I have. M... (2 pages)View decision -
Decision Reference DRN8239218
28 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited mishandled his home care insurance policy.backgroundMr S bought British Gas insurance for his central heating boiler. British Gas didn’t identify it as a boiler that it couldn’t cover. After it broke down, British Gas woul... (2 pages)View decision
