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 DRN5157946
15 Dec 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr H contacted British Gas in 2014 as his heating boiler was making noises. British Gas attended and told Mr H a magnabooster was needed a... (2 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-3674319
16 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3674319 The complaint Mrs T and Mr T say British Gas Insurance Limited caused damage to their property following a claim against their home emergency insurance policy. Reference to British Gas include their agents. What happened The background to the complaint is known to all parties, ... (4 pages)View decision -
Decision Reference DRN-5481572
27 May 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5481572 The complaint Mr and Mrs J have complained that British Gas Insurance Limited acted unfairly in relation to their home emergency insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: In September 2024, British Gas visited ... (3 pages)View decision -
Decision Reference DRN-4588581
7 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4588581 The complaint Mrs V’s complaint is about the service provided British Gas Insurance Limited in relation to a central heating insurance policy. Mrs V is represented in this complaint by her son but for ease I will refer to Mrs V only. What happened Mrs V’s policy provides cover ... (4 pages)View decision -
Decision Reference DRN9825798
22 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains about the level of service she received from British Gas Insurance Limited after she claimed under a home emergency policy. background In 2013 and 2014 Ms B had problems with the boiler in a property she owns, which she rents out to tenants. She claime... (4 pages)View decision -
Decision Reference DRN5622772
14 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited gave him poor service under a boiler insurance policy. backgroundBritish Gas did an annual service of Mr T’s boiler in June 2012. About a year later, British Gas said that the exhaust flue was severely corroded. Its engineer said Mr T’s bo... (2 pages)View decision -
Decision Reference DRN-5842810
29 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5842810 The complaint Mrs T complains about British Gas Insurance Limited’s handling of a claim she made under her home emergency policy. British Gas is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As British Gas has acc... (4 pages)View decision -
Decision Reference DRN1792533
6 Dec 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited mishandled her claim on her home care insurance.backgroundIn May 2017 British Gas told Mrs C her boiler was unsafe and she needed a new one. She complained that British Gas had been negligent in its inspections in ... (2 pages)View decision -
Decision Reference DRN-4218923
20 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4218923 The complaint Mrs J has complained that British Gas Insurance Limited (‘British Gas’) failed to sell her an appropriate product when she called to take out cover for her boiler and heating system. Mrs J is represented in her complaint by Mr J. What happened On 4 January 2023, M... (2 pages)View decision