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 2178 results
-
Decision Reference DRN4157180
22 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains about British Gas Insurance Limited’s offer of compensation after it damaged her property when doing a repair under her HomeCare insurance policy.background When British Gas’ engineers were fixing a leak from the overflow in Mrs M’s loft they damaged the b... (2 pages)View decision -
Decision Reference DRN6319059
13 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S have complained that British Gas Insurance Limited turned down a claim they made on their home care policy. backgroundMr and Mrs S made a claim to British Gas because their shower was leaking. British Gas said it couldn’t send an engineer to their home ... (2 pages)View decision -
Decision Reference DRN5831692
25 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R is unhappy with the service provided by British Gas Insurance Limited in relation to her boiler and central heating insurance policy. In short, Mrs R says that its failure to maintain her boiler properly and carry out appropriate safety checks during an annual... (3 pages)View decision -
Decision Reference DRN-1748331
25 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1748331The complaintMiss H complains about delays by British Gas Insurance Limited dealing with repairs when she made a claim on her insurance policy. What happenedMiss H has cover under her policy for repairs to some of her home appliances. She made a call to British Gas in November 2... (2 pages)View decision -
Decision Reference DRN5523915
29 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)British Gas Insurance Limited’s engineer damaged a valve in Mr P’s loft, which caused water damage to his home, while trying to carry out a repair under his home emergency insurance policy. backgroundMr P contacted British Gas on 29 December 2013, as his boiler wasn’... (3 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 DRN0191383
31 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that British Gas Insurance Limited (“British Gas”) is applying a cap on whatit will pay out under his home emergency policy.background Mr M has a HomeCare policy with British Gas which includes cover for the boiler and centralheating at his tenante... (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 DRN3596048
6 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy. backgroundMr O held a central heating insurance policy with British Gas for a property he lets out, which includes an annual service o... (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
