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 2257 results
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Decision Reference DRN2204948
19 May 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms M complains about the work done by British Gas Insurance Limited under her HomeCare insurance.backgroundMs M has a HomeCare policy which includes repair and maintenance cover for her central heating system.In April 2012 British Gas advised that Ms M’s central heating... (5 pages)View decision -
Decision Reference DRN7278423
22 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms L believes that British Gas Insurance Limited is responsible for damage to her boiler.backgroundMs L held a home emergency insurance policy with British Gas, which provided cover for a property occupied by tenants, from 2005. British Gas inspected the boiler before confirming the cove... (3 pages)View decision -
Decision Reference DRN-1690513
29 Jun 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Mr K complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policy. What happened Where I refer to British Gas I refer to the insurance company of that name and I include other companies and individuals ins... (3 pages)View decision -
Decision Reference DRN-4497307
7 Dec 2023 British Gas Insurance Limited UpheldInsuranceDRN-4497307 The complaint Mr U has complained about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited. What happened Mr U held a central heating insurance policy with British Gas. In 2017, British Gas fitted a new water pump as he had rep... (6 pages)View decision -
Decision Reference DRN-5649718
24 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5649718 The complaint Mr A complains about the response of British Gas Insurance Limited (‘British Gas’) to a claim he made on his ‘Homecare’ boiler insurance policy. Much of Mr A’s unhappiness is with the actions of British Gas’ appointed agents. As British Gas have accepted respon... (3 pages)View decision -
Decision Reference DRN4616431
5 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include its associated plumbing and drainage company, engineers ... (5 pages)View decision -
Decision Reference DRN-1933706
4 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1933706 The complaintMrs B complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include other companies and indi... (2 pages)View decision -
Decision Reference DRN-3825745
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3825745 The complaint Miss G complains British Gas Insurance Limited left her without heating or hot water for 15 months following a claim against her homecare insurance policy. What happened Miss G says British Gas failed to reattend to resolve outstanding claim issues which led to he... (4 pages)View decision -
Decision Reference DRN-3780012
28 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3780012 The complaint Mr and Mrs G are not happy with the way British Gas Insurance Limited (British Gas) has dealt with their claim under their home care agreement. What happened Mr and Mrs G have a home care agreement with British Gas which covers repairs to the plumbing and drainage... (2 pages)View decision -
Decision Reference DRN2540095
6 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include engineers and others for whose actions I hold that compa... (2 pages)View decision