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-3803600
27 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3803600 The complaint Mr B complains about his home emergency insurance policy with British Gas Insurance Limited and the service he received. Any reference to British Gas includes the actions of any agents – such as engineers acting on their behalf. What happened The background to thi... (4 pages)View decision -
Decision Reference DRN-5697720
30 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5697720 The complaint Mr P has complained about the service he received from British Gas Insurance Limited when he made a claim under a HomeCare insurance policy. What happened Mr P took out a home emergency policy underwritten by British Gas for a rental property he owns. The prod... (2 pages)View decision -
Decision Reference DRN-3070649
14 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3070649 The complaint Mr L has complained that his home was damaged by British Gas Insurance Limited (British Gas) due to works it carried out under his home emergency policy. What happened Mr L had a fault with his boiler. So, British Gas sent an engineer who fitted a new hot water p... (3 pages)View decision -
Decision Reference DRN6391625
24 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains about the service provided by British Gas Services Limited when it conducted an annual service of a gas fire under a home care policy.backgroundMr S had a Homecare policy with British Gas. This policy covered the annual service of a gas fire. When the en... (2 pages)View decision -
Decision Reference DRN0546505
6 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R has complained about the compensation British Gas Insurance Limited has offered fordelays and inconvenience caused after a leak from her boiler caused damage to herbathroom ceiling.backgroundThe background to this complaint was set out in my provisional decision ... (3 pages)View decision -
Decision Reference DRN-3400528
28 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3400528 The complaint Miss G complained that British Gas Insurance Limited (“British Gas”) provided a poor service under her home emergency cover and didn’t fully resolve her claim. What happened Miss G made a claim to British Gas when she identified an issue with her kitchen taps. Bri... (3 pages)View decision -
Decision Reference DRN-3732083
3 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3732083 The complaint Mr G complained that British Gas Insurance Limited (“British Gas”) took too long to stop his leak under his Home Emergency policy, resulting in greater damage to his property. What happened Mr G made a claim on his policy at 9:51am after he noticed his bedroom rad... (3 pages)View decision -
Decision Reference DRN-3440727
21 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3440727 The complaint Mrs K complains about British Gas Insurance Limited (British Gas) under her home emergency policy. Her complaint is that work carried out by a British Gas engineer led to more problems and she wants British Gas to complete remedial work. References to British Gas ... (6 pages)View decision -
Decision Reference DRN-1627562
29 Jun 2020 British Gas Insurance Limited Not upheldInsuranceThe complaint Mr B complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened Where I refer to British Gas I refer to the insurance company of that name and I include its associated plumbing and drainage ... (2 pages)View decision -
Decision Reference DRN1627186
28 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy because British Gas Insurance Limited (“British Gas”) will not reimburse part of the cost of his new boiler. Mr S has a HomeCare policy with British Gas.backgroundMr S’s HomeCare policy includes cover for the boiler and central heating at his prope... (3 pages)View decision