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 DRN6921963
7 Nov 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited should refund payments for a home care agreement.backgroundMr S has a property which he lets to a tenant and her family. In 2017 Mr S complained that British Gas hadn’t done a gas safety certificate or an annual inspec... (2 pages)View decision -
Decision Reference DRN-2296122
25 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2296122 The complaint Mr M is unhappy that British Gas Insurance Limited declined claims under his home emergency policy following a heating problem and a burst water tank. What happened Mr M had a British Gas homecare policy which covered his boiler and included an annual service. In ... (4 pages)View decision -
Decision Reference DRN-4000607
13 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4000607 The complaint Miss L has complained about British Gas Insurance Limited’s (British Gas’) failure to provide a boiler service. She has also complained about the poor customer service she received from British Gas, in relation to her HomeCare Policy. What happened On 23 March 202... (3 pages)View decision -
Decision Reference DRN-2370976
18 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2370976 The complaint Miss S is unhappy with the service provided by British Gas Insurance Limited under her home emergency policy. What happened British Gas carried out an annual service on Miss S’s boiler as part of her HomeCare policy. During the visit, Miss S explained that some o... (3 pages)View decision -
Decision Reference DRN3895816
31 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms A’s complaint arises from a home emergency insurance policy held with British GasInsurance Limited.backgroundI issued a provisional decision on this matter in November 2019, part of which is copied below: “Ms A contacted British Gas in March 2018, as she had accidentally cut through a w... (3 pages)View decision -
Decision Reference DRN-2474740
21 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2474740 The complaint Ms H is unhappy that British Gas Insurance Limited (British Gas) increased her premiums each year and missed an annual service under her home emergency policy. What happened In 2002, Ms H took out a HomeCare policy with British Gas. The premiums increased each yea... (3 pages)View decision -
Decision Reference DRN7543920
26 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr U complains that British Gas Insurance Limited mishandled his claim on his Home Care policy.backgroundMr U contacted British Gas when he suffered an electrical fault in one of his properties in the run-up to Christmas. Over the next four weeks, British Gas cancelled or missed about... (2 pages)View decision -
Decision Reference DRN5510654
1 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs U has complained about British Gas Insurance Limited’s delay in carrying out her annual boiler service under her Home Emergency policy as she believes the delay contributed to a part breaking and the boiler having to be replaced.backgroundMrs U held a Home Emergency policy with Brit... (2 pages)View decision -
Decision Reference DRN-5852195
3 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5852195 The complaint Mr P has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under his boiler insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its representatives and agents for the purposes of this d... (3 pages)View decision -
Decision Reference DRN1580518
14 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G is unhappy that British Gas Insurance Limited took eight days to attend her property after she put in a claim under her Homecare policy. She’s also unhappy it won’t cover the cost of repairing the damage caused by the leak.backgroundOn 15 February 2016 Mrs G’s ten... (3 pages)View decision