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 DRN4705502
20 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Through her daughter, Mrs S complains that British Gas Insurance Limited is responsible for poor service under a home emergency policy.backgroundMrs S is over eighty years old. At her home she cares for an adult son who has a dialysis machine.Where I refer to British ... (5 pages)View decision -
Decision Reference DRN-3937447
8 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3937447 The complaint Ms P complains about the level of service received from British Gas Insurance Limited following a claim against her homecare insurance policy. Mr V has brought the complaint to our Service on Ms P’s behalf. For ease of reading I’ll refer to both Ms P and Mr V as “... (2 pages)View decision -
Decision Reference DRN1187668
12 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited acted unfairly and unreasonably when dealing with his claim under an insurance policy. He wants the cost of the access work done refunded and compensation.backgroundMr S had a kitchen appliance policy with British Gas. Hi... (2 pages)View decision -
Decision Reference DRN7258158
27 Apr 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs S took out a policy. She complained that – when British Gas first visited – it turned off her boiler and said she would have to pay for a new heat... (2 pages)View decision -
Decision Reference DRN1335048
26 Jun 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about British Gas Insurance Limited’s handling of his home emergency insurance claim. Mr C is unhappy that British Gas left equipment lodged in his drains after a visit to attend to a blockage. backgroundMr C contacted British Gas in April 2012 to report a blockage in t... (2 pages)View decision -
Decision Reference DRN-4011860
24 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4011860 The complaint Mr W and Mrs W complain that British Gas Insurance Limited (British Gas) provided poor service as they cancelled several service appointments at a time when they had issues with their boiler, and then charged her two excess payments for the repair that was underta... (3 pages)View decision -
Decision Reference DRN-4493257
15 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4493257 The complaint Mr B has complained about the cover British Gas Insurance Limited (British Gas) offered under a home emergency policy after boiler parts became obsolete. Mr B is represented by Mrs D, who I will also refer to in my decision. What happened Mr B had a HomeCare polic... (3 pages)View decision -
Decision Reference DRN0309083
3 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss M is unhappy with the service provided by British Gas Insurance Limited in relation to her home care insurance policy.backgroundMiss M’s partner has been added to the insurance account as a named contact, and has been heavily involved in this matter. But as he i... (5 pages)View decision -
Decision Reference DRN-5817641
29 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5817641 The complaint Mr E complained about the way in which British Gas Insurance Limited (‘British Gas’) handled replacement of his washing machine under his home care policy. For the avoidance of doubt, the term ‘British Gas’ includes its agents, suppliers and representatives for... (4 pages)View decision -
Decision Reference DRN2843509
18 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited gave him poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company by that name and I include its claims-handlers, engineers and others for whose act... (5 pages)View decision