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 DRN6999598
11 May 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs W complains about poor service provided by British Gas Insurance Limited (British Gas) under a home care insurance policy.backgroundMrs W had an emergency home care policy with British Gas. In December, Mrs W’s property suffered a complete loss of electrical power. Mr... (2 pages)View decision -
Decision Reference DRN1580518
14 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G is unhappy that British Gas Insurance Limited took eight days to attend her property after she put in a claim under her Homecare policy. She’s also unhappy it won’t cover the cost of repairing the damage caused by the leak.backgroundOn 15 February 2016 Mrs G’s ten... (3 pages)View decision -
Decision Reference DRN-5852195
3 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5852195 The complaint Mr P has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under his boiler insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its representatives and agents for the purposes of this d... (3 pages)View decision -
Decision Reference DRN7717826
15 Jan 2021 British Gas Services Limited Not upheldInsurance (excluding PPI)Complaint Ms M is unhappy with the work carried out and service provided under her HomeCare Two policy underwritten by British Gas Insurance Limited (British Gas). Background Ms M says she had an annual service on 31 December 2018 and following this she experienced problems with her boiler... (3 pages)View decision -
Decision Reference DRN7385437
16 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J are unhappy about how British Gas Insurance Limited (“British Gas”) has dealt with them in relation to their HomeCare agreement.backgroundMr and Mrs J’s problems started after they had a new boiler installed in 2002. There were many problems, callouts and ... (2 pages)View decision -
Decision Reference DRN-3262537
18 Jan 2022 British Gas Services Limited UpheldInsuranceDRN-3262537 The complaint Mr R complains about British Gas Services Limited (“British Gas”) for delays in reimbursing the cost of repairs. Mr R wants British Gas to compensate him for his inconvenience and distress at having to chase reimbursement over several months. What happened Mr R ha... (3 pages)View decision -
Decision Reference DRN0270272
30 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited mishandled a home care insurance policy.backgroundMr R took out a policy and then asked British Gas for help with his central heating boiler. He complained after it said it wouldn’t do a repair because the fault alread... (2 pages)View decision -
Decision Reference DRN-4393037
17 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4393037 The complaint Mr P complains British Gas Insurance Limited caused water damage to his property following a claim for a blocked drain under a HomeCare insurance policy. Reference to British Gas include their agents. What happened In November 2022, British Gas attended Mr P’s pro... (3 pages)View decision -
Decision Reference DRN9148432
3 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M’s complaint is about the service provided by British Gas Insurance Limited in relation to his boiler and heating insurance policy. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limited. This is... (3 pages)View decision -
Decision Reference DRN1792533
6 Dec 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited mishandled her claim on her home care insurance.backgroundIn May 2017 British Gas told Mrs C her boiler was unsafe and she needed a new one. She complained that British Gas had been negligent in its inspections in ... (2 pages)View decision