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 DRN2729162
1 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Messrs D have bought a complaint about the handling of a central heating insurance policy with British Gas Insurance Limited. The complaint has been brought in joint names but for ease of reading, I will refer to Mr D throughout. backgroundI issued a provisional decis... (4 pages)View decision -
Decision Reference DRN-5011546
25 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5011546 The complaint Mr S has complained about the way in which British Gas Insurance Limited (’British Gas’) dealt with the unblocking of a drain under his home insurance policy. For the avoidance doubt, the term British Gas includes its agents and representatives for the purposes... (5 pages)View decision -
Decision Reference DRN-3247812
7 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3247812 The complaint Mr B complained about work carried out by British Gas Insurance Limited (“British Gas”) under his home emergency policy and felt his subsequent claim was unfairly declined. What happened British Gas visited Mr B’s property twice to fix leaks on his shower. On the ... (2 pages)View decision -
Decision Reference DRN-4810855
28 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4810855 The complaint Mr G complains British Gas Insurance Limited is responsible for him needing to purchase a new boiler. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision.... (2 pages)View decision -
Decision Reference DRN-4176903
27 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4176903 The complaint Mr S complains about his home emergency policy with British Gas Insurance Limited (British Gas). The complaint is about how British Gas responded to a problem with his boiler. References to British Gas in this decision include their agents who provide services und... (4 pages)View decision -
Decision Reference DRN-2082394
1 Sep 2020 British Gas Services Limited UpheldInsuranceDRN-2082394The complaintMr L is unhappy at how British Gas Services Limited dealt with a boiler repair under a home emergency policy. What happenedA British Gas engineer visited Mr L’s property on 1 January 2020 to fix a boiler breakdown. But the boiler wasn’t fixed, and Mr L was told it’d... (3 pages)View decision -
Decision Reference DRN-5795441
3 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5795441 The complaint Mr T complains about British Gas Insurance Limited’s handling of his HomeCare insurance claim. What happened Mr T holds HomeCare insurance cover with British Gas which covers his rental property. In November 2024 Mr T asked British Gas to attend for a boiler r... (3 pages)View decision -
Decision Reference DRN0806047
22 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs O complains that British Gas Insurance Limited gave her poor service under the plumbing cover on her home care policy. backgroundMrs O rang British Gas for help with a water leak under her kitchen sink. She complained that British Gas sent a plumber who caused damage... (2 pages)View decision -
Decision Reference DRN9914067
30 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs P complain that British Gas Insurance Limited mishandled their home care insurance policy.backgroundMr and Mrs P called British Gas for help with a leaking pipe. They complained that British Gas told them it didn’t cover their pipes because they were made o... (2 pages)View decision -
Decision Reference DRN-4396135
29 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4396135 The complaint Miss H and Mr M are unhappy with how British Gas Insurance Limited handled a claim under their home emergency insurance policy. Because Mr M is leading on this complaint, I’ve referred to him throughout my decision. Any reference to British Gas includes the action... (3 pages)View decision