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 DRN-5363927
25 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5363927 The complaint Mr C complains about the way British Gas Insurance Limited have handled his claim under his homecare plan. What happened Mr C has a homecare plan with British Gas. Which (amongst other things) covers him for repair of his boiler and plumbing system, when it sto... (2 pages)View decision -
Decision Reference DRN1232905
12 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the service provided to him by British Gas Insurance Limited (British Gas), under his ‘HomeCare two’ policy. He feels British Gas damaged his boiler and caused an escape of water at his home.background Mr H has explained that he contacted British... (3 pages)View decision -
Decision Reference DRN8326006
29 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains about the way British Gas Insurance Limited dealt with a claim on his home emergency policy.backgroundMr G has a policy with British Gas which includes cover for plumbing repairs. He called British Gas when he had a leak from his shower, which had been ... (2 pages)View decision -
Decision Reference DRN3746225
28 Feb 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G is unhappy with British Gas Insurance Limited’s actions in relation to a home emergency insurance policy. backgroundMr G took over a policy that had been in his mother’s name, after she passed away. The policy came to an end in July 2016 and Mr G didn’t want to ... (2 pages)View decision -
Decision Reference DRN-4617458
26 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4617458 The complaint Mr and Mrs B complained that British Gas Insurance Limited (“British Gas”) failed to diagnose an issue with their hot water valve under their home emergency policy. What happened Mr and Mrs B said their hot water valve was faulty which resulted in higher-than-norm... (3 pages)View decision -
Decision Reference DRN-5087100
7 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5087100 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas carried out the annual service on Mr M’s boiler. The engineer said no faults were found. Following this, Mr M... (3 pages)View decision -
Decision Reference DRN7603565
23 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F’s complaint arises out of the handling of a claim made under his central heatinginsurance policy with British Gas Insurance Limited.backgroundI issued my provisional decision on this matter earlier this month, part of which is copied below:“Mr F held a policy with British Gas to cover... (3 pages)View decision -
Decision Reference DRN2420470
25 Nov 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Services Limited gave him poor service under a home care insurance policy.background During an annual service British Gas said there was damage to the casing of M’s central heating boiler. British Gas shut the boiler down and didn’t repa... (2 pages)View decision -
Decision Reference DRN7554695
22 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s representative is unhappy with the service received from British Gas Insurance Limited. In particular he feels that the attempts to repair the boiler under the Home Care Policy have been unsatisfactory, its customer service has been poor and that the annual service has not been car... (3 pages)View decision -
Decision Reference DRN-3807197
2 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3807197 The complaint Ms A complains British Gas Insurance Limited didn’t handle a claim she made on her central heating cover as it should have. What happened In late December 2021/January 2022 Ms A reported a problem with her central heating system to British Gas. Over the following ... (2 pages)View decision