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 2181 results
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Decision Reference DRN-5008928
23 Sep 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5008928 The complaint Mrs B complains about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy when she had problems with the drains at her property. References to British Gas in this decision include their agents who provide services... (5 pages)View decision -
Decision Reference DRN2063611
29 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R’s complaint is about the service provided by British Gas Insurance Limited in relation to his home central heating insurance policy. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limited. This i... (4 pages)View decision -
Decision Reference DRN-4141055
19 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4141055 The complaint Mr G complained about the poor level of service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened Mr G raised a complaint to British Gas for numerous failed appointments from British Gas engineers in 2019... (3 pages)View decision -
Decision Reference DRN4559792
30 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited’s offer of compensation for the poor service it provided under his home care policy isn’t enough.backgroundMr S had a HomeCare policy with British Gas. In 2009 he had problems with his central heating and hot water. He say... (3 pages)View decision -
Decision Reference DRN-4458597
8 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4458597 The complaint Mr L’s complaint is about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited. What happened Mr L contacted British Gas on 1 December 2022, to report a leak from an overflow pipe from his boiler, which was located ... (10 pages)View decision -
Decision Reference DRN-3758295
17 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3758295 The complaint Mrs M complains that British Gas Insurance Limited is responsible for mishandling a claim on her home emergency insurance policy. Where I refer to British Gas, I refer to the above-named insurance company and I include its associated plumbing and drainage company ... (5 pages)View decision -
Decision Reference DRN-2609485
22 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2609485 The complaint Mr B is unhappy with the poor service and the administrative errors made by British Gas Insurance Limited (British Gas) in regard to his annual boiler service. What happened Mr B had a Homecare policy with British Gas. He was due both a repair and a service to his... (4 pages)View decision -
Decision Reference DRN-5637886
26 Jun 2025 British Gas Insurance Limited UpheldInsuranceDRN-5637886 The complaint Mrs C complains about the service she received from British Gas Insurance Limited under her Homecare policy. Mrs C has largely been represented by Mr C in this complaint, but for ease of reference I shall refer to anything Mr C said on Mrs C’s behalf to have be... (3 pages)View decision -
Decision Reference DRN-2187802
22 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2187802The complaintOn behalf of his late wife Mrs C, Mr C complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happenedSadly, Mrs C passed away on 2 August 2020. I’m sorry for Mr C’s loss. Mrs C had a B... (4 pages)View decision -
Decision Reference DRN-3652740
22 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3652740 The complaint Mr L has complained that British Gas Insurance Limited (British Gas) was unable to repair a boiler under a home emergency policy. What happened Mr L contacted British Gas to repair a boiler at a rental property he owned. Over a series of visits, engineers inspecte... (3 pages)View decision
