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 DRN7135736
15 May 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr F complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr F owns a property that he lets to a tenant. He complained that – without asking for permission – a British Gas engineer cut off a gas pipe to the coo... (2 pages)View decision -
Decision Reference DRN5903932
24 May 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S complain that British Gas Insurance Limited didn’t identify a fault with the installation of their boiler. They say this left them at risk for a significant amount of time.background I sent out my provisional decision on this complaint on 26 April 2018 (which... (3 pages)View decision -
Decision Reference DRN-1141346
2 Apr 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1141346The complaintMrs C is unhappy with the damage caused to her carpet by an engineer called out under her Homecare Four policy, underwritten by British Gas Insurance Limited (“British Gas”). What happenedAn engineer from D, on behalf of British Gas, came to fix a leak in Mrs C’s pr... (3 pages)View decision -
Decision Reference DRN-3283403
9 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3283403 The complaint Mrs P complains about British Gas Insurance Limited’s handling of a claim involving a washing machine under her home emergency policy. Mrs P is represented by her daughter Miss P in her complaint. Any reference to British Gas includes its agents and contractors. W... (4 pages)View decision -
Decision Reference DRN-3260585
27 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3260585 The complaint Mr F complained that British Gas Insurance Limited (“British Gas”) provided an unfair settlement under his kitchen appliance cover. What happened British Gas inspected a fault on Mr F’s tumble dryer, but British Gas were unable to fix the fault. It said the parts ... (2 pages)View decision -
Decision Reference DRN-6022841
15 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-6022841 The complaint Mrs M is unhappy with how British Gas Insurance Limited (British Gas) has dealt with a boiler issue on her home emergency policy during the annual boiler service. She’s also unhappy that British Gas hasn’t adequately provided the information requested and with ... (3 pages)View decision -
Decision Reference DRN1030698
4 Jun 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs T is unhappy with British Gas Insurance Limited’s handling of her claim for a leaking radiator. background to complaintMrs T holds a Homecare cover insurance policy, underwritten by British Gas. In February 2011, Mrs T registered a claim with British Gas becaus... (3 pages)View decision -
Decision Reference DRN-3106624
15 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3106624 The complaint Miss H complains that British Gas Insurance Limited didn’t complete an annual service on her boiler, which she was entitled to under her HomeCare insurance policy. She says had the boiler been serviced, it wouldn’t have been condemned the following year. What happ... (3 pages)View decision -
Decision Reference DRN6616495
3 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B’s complaint arises from the service provided by British Gas Insurance Limited in relation to his home emergency insurance policy.backgroundI issued my provisional decision on this matter in July 2015, an extract from which is copied below:“Mr B first contacted ... (5 pages)View decision -
Decision Reference DRN-5634984
18 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5634984 The complaint Mr R complain that British Gas Insurance Limited’s engineers failed to correctly diagnose a problem with his boiler following a claim on his home emergency insurance. What happened On 26 January 2025, Mr R called British Gas and said his boiler had broken down.... (3 pages)View decision