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-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 DRN-4498916
6 Dec 2023 British Gas Insurance Limited UpheldInsuranceDRN-4498916 The complaint Ms R is unhappy with British Gas Insurance Limited’s (British Gas) handling of a claim made under her plumbing and drainage insurance policy. Where I’ve referred to British Gas, this also includes any actions and communication by agents acting on their behalf. Wha... (6 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 -
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 DRN5557095
16 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs K complains about the level of service and information provided by British Gas Insurance Limited (‘British Gas’) when her boiler broke down. backgroundMrs K held a HomeCare insurance policy, provided by British Gas, covering the service and repair of her boiler and central heating syst... (4 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 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 DRN-5473459
23 May 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5473459 The complaint Mr A complains about British Gas Insurance Limited (“British Gas”) for cancelling his policy at the first appointment, and for its engineer removing a part from his boiler. What happened Mr A is a landlord. In May 2024, he contacted British Gas to enquire about... (3 pages)View decision -
Decision Reference DRN-3568628
25 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3568628 The complaint Ms M complains about how British Gas Insurance Limited handled a claim she made on her home emergency policy. Any reference to British Gas in my decision includes the actions of its agents. What happened The background to this complaint is well known to both Ms M ... (3 pages)View decision -
Decision Reference DRN-4650712
28 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4650712 The complaint Mr and Mrs B complain about British Gas Insurance Limited (“British Gas”) for damage to their home which they consider was caused by its operative. They want British Gas to reimburse them the costs of repairs. What happened Mr and Mrs B hold homecare insurance wit... (3 pages)View decision