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 2255 results
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Decision Reference DRN-5899119
4 Nov 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5899119 The complaint Mr A has complained that British Gas Insurance Limited (“British Gas”) hasn’t repaired his boiler under a Home Care policy. What happened Mr A has a Home Care insurance policy with a British Gas which includes central heating breakdown cover. This cover offers ... (2 pages)View decision -
Decision Reference DRN4197977
12 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.background Mr H works for a department of the United Kingdom government. But he works and lives abroad. He has a house in the UK and a son in the... (4 pages)View decision -
Decision Reference DRN3878940
31 Jan 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited didn’t properly maintain his boiler under a home care policy, and he’s had to replace it. backgroundFrom 2013 Mr D had a home care policy with British Gas which covered his boiler. He held the policy until 2016, and i... (4 pages)View decision -
Decision Reference DRN-3696229
28 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3696229 The complaint Mr S complains British Gas Insurance Limited failed to carry out repairs to his hot water system under his homecare insurance policy. What happened The background to the complaint is known to all parties, so I won’t repeat it here. In my decision I’ll mainly focus... (3 pages)View decision -
Decision Reference DRN2602961
12 Feb 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundThis decision will not name any party other than British Gas Insurance Limited. Where I refer to British Gas I refer to that insurance company an... (4 pages)View decision -
Decision Reference DRN-2968848
10 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2968848 The complaint Ms D complains about the way British Gas Insurance Limited’s handled a claim she made, which resulted in damage being caused to her property. What happened Ms D contacted British Gas as she noticed water coming through her kitchen ceiling. By the time British Gas ... (2 pages)View decision -
Decision Reference DRN9064991
10 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that British Gas Insurance Limited gave him poor service under a home care policy.backgroundMr J had been paying for cover on his gas appliances. He complained after British Gas told him his gas fire was corroded and a replacement part was no longer available.The adjudic... (2 pages)View decision -
Decision Reference DRN1790857
25 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited didn’t carry out an annual boiler service under the terms of his insurance policy.backgroundMr D took out insurance with British Gas in November 2015. Under the terms of the contract, British Gas was required to undertake ... (2 pages)View decision -
Decision Reference DRN-5341699
19 Feb 2025 British Gas Insurance Limited UpheldInsuranceDRN-5341699 The complaint Miss M has complained about the way British Gas Insurance Limited (‘British Gas’) dealt with claims she made on her home emergency policy as well as the quality of the repairs it carried out. British Gas is the underwriter of this policy i.e., the insurer. Dur... (7 pages)View decision -
Decision Reference DRN-4616949
26 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4616949 The complaint Mr S complained that British Gas Insurance Limited (“British Gas”), didn’t make a reasonable adjustment for him as a vulnerable customer under his home emergency policy. Mr S had representation for the complaint, but for ease and simplicity, I’ll only refer to Mr ... (2 pages)View decision