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 DRN9825798
22 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains about the level of service she received from British Gas Insurance Limited after she claimed under a home emergency policy. background In 2013 and 2014 Ms B had problems with the boiler in a property she owns, which she rents out to tenants. She claime... (4 pages)View decision -
Decision Reference DRN-2335399
27 Nov 2020 British Gas Services Limited Not upheldInsuranceDRN-2335399 The complaint Ms B and Mr Y complain that British Gas Services Limited failed to attend their call out within a reasonable time. What happened Ms B and Mr Y had a Home Care policy with British Gas. In December 2019 they experienced a problem with their boiler which meant they h... (3 pages)View decision -
Decision Reference DRN-4218923
20 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4218923 The complaint Mrs J has complained that British Gas Insurance Limited (‘British Gas’) failed to sell her an appropriate product when she called to take out cover for her boiler and heating system. Mrs J is represented in her complaint by Mr J. What happened On 4 January 2023, M... (2 pages)View decision -
Decision Reference DRN4999434
22 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs D complain that British Gas Insurance Limited gave them inadequate service under a home care policy.backgroundBritish Gas carried out repairs to Mr and Mrs D’s gas cooker. They later complained that British Gas had not told them of a gas supply issue, which Mr and Mrs D say... (2 pages)View decision -
Decision Reference DRN5771625
6 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs N complain about British Gas Insurance Limited’s offer of compensation when it damaged their carpet doing work under their home emergency insurance policy. British Gas Insurance Limited (not British Gas Services Limited) is the correct business for me to issue... (2 pages)View decision -
Decision Reference DRN-5842810
29 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5842810 The complaint Mrs T complains about British Gas Insurance Limited’s handling of a claim she made under her home emergency policy. British Gas is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As British Gas has acc... (4 pages)View decision -
Decision Reference DRN5273934
7 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain about the actions of British Gas Insurance Limited. background Mr and Mrs T were customers of British Gas for many years and held a Homecare agreement, providing cover for their boiler and central heating system, amongst other things. In 2011, a complaint was rai... (4 pages)View decision -
Decision Reference DRN7900481
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C says British Gas Insurance Limited is responsible for poor customer service and has recorded incorrect information on her home emergency account.backgroundMs C was having problems with her tap in 2017. She thought this would be covered by her home emergency polic... (3 pages)View decision -
Decision Reference DRN2779785
20 Mar 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs F’s complaint relates to British Gas Insurance Limited’s handling of their home emergency insurance claim. All references to British Gas include its appointed agents.background After noticing a leak coming from their loft, Mr and Mrs F contacted British Gas to attend. A Briti... (3 pages)View decision -
Decision Reference DRN2726210
25 Apr 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr J complains that British Gas Insurance Limited has mishandled a claim he made under his home emergency insurance policy.backgroundMr J has a HomeCare 400 policy with British Gas that covers his plumbing. In January 2014 he made a claim under his policy as the water ... (2 pages)View decision