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
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Decision Reference DRN9783085
7 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms K’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited. backgroundIn June 2014 Ms K was advised by British Gas to have a new boiler installed, as hers wasn’t working. However, British Gas later ... (2 pages)View decision -
Decision Reference DRN-2045719
30 Jul 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2045719 The complaintMiss L complains that British Gas Insurance Limited is responsible for poor service inconnection with a home emergency insurance policy.What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I includeother companies and indivi... (3 pages)View decision -
Decision Reference DRN-3160824
16 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3160824 The complaint Mr C complained about the standard of service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened One evening in February 2021, Mr C identified a radiator was leaking in his bedroom when his carpet was “soa... (3 pages)View decision -
Decision Reference DRN-3278865
17 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3278865 The complaint Miss H complains that British Gas Insurance Limited failed to identify a problem with her boiler following a call out on her home emergency policy. What happened Miss H had a home emergency policy with British Gas. In November 2020 she made a claim after having pr... (2 pages)View decision -
Decision Reference DRN2366641
13 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he has received from British Gas Insurance Limited. He considers that British Gas misdiagnosed a fault with his central heating system and would like British Gas to cover the cost of his new boiler. backgroundMr A holds a HomeCare policy, underwritten by ... (4 pages)View decision -
Decision Reference DRN-4025787
22 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4025787 The complaint Mrs D has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home care policy. Reference to British Gas in this decision letter includes its agents and contractors acting under the relevant policy. Reference to Mrs D i... (5 pages)View decision -
Decision Reference DRN-5393676
13 Mar 2025 British Gas Insurance Limited UpheldInsuranceDRN-5393676 The complaint Miss D has complained about the service provided by British Gas Insurance Limited under her boiler central heating insurance policy. What happened Miss D experienced problems with her boiler in late 2023. She duly reported the matter to British Gas as it insur... (6 pages)View decision -
Decision Reference DRN7621031
16 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T 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 insofar as I hold that company res... (4 pages)View decision -
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 DRN-3804685
14 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3804685 The complaint Mr D, on behalf of the estate of Ms D, has complained that British Gas Insurance Limited (British Gas) caused damage during visits under a home emergency policy. What happened British Gas visited Ms D’s home to deal with a leak. British Gas and another contractor ... (3 pages)View decision
