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
-
Decision Reference DRN-4830149
20 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4830149 The complaint Mr N has complained that British Gas Insurance Limited (British Gas) damaged his boiler when it carried out a repair under his home emergency policy. What happened Mr N arranged for a British Gas engineer to visit a rental property he owned when the boiler sto... (2 pages)View decision -
Decision Reference DRN-3992332
16 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3992332 The complaint Mr T complains British Gas Insurance Limited (“British Gas”) missed service appointments and his boiler hasn’t been serviced for over two years. Mr T wants a refund of his premiums. What happened Mr T has a HomeCare policy with British Gas which provide... (4 pages)View decision -
Decision Reference DRN8237237
2 Oct 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H’s complaint is about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited. background Mr H made a claim under his policy with British Gas on 23 January 2019, as there was a leak from his water cylinder. British Gas sent one of its contr... (4 pages)View decision -
Decision Reference DRN-4255214
18 Oct 2023 British Gas Services Limited Not upheldInsuranceDRN-4255214 The complaint Mr and Mrs S complain about the service British Gas Insurance Services Limited provided. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. The circumsta... (2 pages)View decision -
Decision Reference DRN7965066
10 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited hasn’t acted fairly or reasonably by letting him have home emergency boiler cover. He wants matters put right.backgroundMr R had limited home emergency cover with British Gas and in 2013 took out additional boiler cover. He paid premiums fo... (2 pages)View decision -
Decision Reference DRN3771293
15 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited mishandled his claim on a home care insurance policy.backgroundMr B’s cover included plumbing and drainage. He called for help with a leak. He complained that British Gas said it wasn’t covered.Our investigator didn’t re... (2 pages)View decision -
Decision Reference DRN-5986490
3 Dec 2025 British Gas Insurance Limited UpheldInsuranceDRN-5986490 The complaint Mr C has complained that British Gas Insurance Limited (‘British Gas’) hadn’t maintained adequate safety measures under his home care insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the p... (5 pages)View decision -
Decision Reference DRN-5087100
7 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5087100 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas carried out the annual service on Mr M’s boiler. The engineer said no faults were found. Following this, Mr M... (3 pages)View decision -
Decision Reference DRN-4617458
26 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4617458 The complaint Mr and Mrs B complained that British Gas Insurance Limited (“British Gas”) failed to diagnose an issue with their hot water valve under their home emergency policy. What happened Mr and Mrs B said their hot water valve was faulty which resulted in higher-than-norm... (3 pages)View decision -
Decision Reference DRN7554695
22 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s representative is unhappy with the service received from British Gas Insurance Limited. In particular he feels that the attempts to repair the boiler under the Home Care Policy have been unsatisfactory, its customer service has been poor and that the annual service has not been car... (3 pages)View decision