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 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 DRN-3070649
14 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3070649 The complaint Mr L has complained that his home was damaged by British Gas Insurance Limited (British Gas) due to works it carried out under his home emergency policy. What happened Mr L had a fault with his boiler. So, British Gas sent an engineer who fitted a new hot water p... (3 pages)View decision -
Decision Reference DRN-3871161
1 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3871161 The complaint Mr M complains about the service he received from British Gas Insurance Limited following an engineer visit to his home. He’s also unhappy with the way in which his claim for damage resulting from repairs that were undertaken by the engineer has been dealt with. W... (5 pages)View decision -
Decision Reference DRN2099201
3 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited declined to do repairs under a home care insurance policy.backgroundMr M had a property which he let to tenants. He asked British Gas for help with its central heating system. He complained after British Gas declined t... (3 pages)View decision -
Decision Reference DRN-4984416
30 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4984416 The complaint Mr I’s complaint is about the handling of a claim under his boiler and central heating insurance policy with British Gas Insurance Limited. What happened Mr I held the policy with British Gas for a property he rents out. The policy includes an annual service of... (7 pages)View decision -
Decision Reference DRN0546505
6 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R has complained about the compensation British Gas Insurance Limited has offered fordelays and inconvenience caused after a leak from her boiler caused damage to herbathroom ceiling.backgroundThe background to this complaint was set out in my provisional decision ... (3 pages)View decision -
Decision Reference DRN1798632
29 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S complain that British Gas Insurance Limited gave them poor service under a home care policy.backgroundMr and Mrs S had British Gas insurance which covered their plumbing. They called for help with hot water taps in a bathroom. They complained about the resp... (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 -
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
