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 DRN7849878
25 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that British Gas Insurance Limited (British Gas) poorly handled a claim she made under her home care insurance policy.backgroundIn April 2019 Ms W contacted British Gas to repair her boiler. She said an engineer attended and diagnosed the problem – an issue with the fan and ... (3 pages)View decision -
Decision Reference DRN3656527
23 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G says British Gas Insurance Limited mishandled claims under home emergency insurance policies.background Mr G has HomeCare Three policies with British Gas for two properties. In November 2016 Mr G took out a policy for Property One. British Gas arranged a “First ... (3 pages)View decision -
Decision Reference DRN-5803172
6 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5803172 The complaint Mr S complains about how British Gas Insurance Limited (“British Gas”) dealt with repairs to his boiler and cylinder in a claim on his home emergency insurance policy. What happened Mr S had a home emergency insurance policy from British Gas covering various do... (3 pages)View decision -
Decision Reference DRN0516637
26 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B has complained about the service he was provided with by British Gas Insurance Limited under his home emergency insurance policy.backgroundMr B has had a home emergency policy with British Gas for many years. The policy includes an annual boiler service. In Sept... (2 pages)View decision -
Decision Reference DRN7786967
14 Dec 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss B is unhappy with the service provided by British Gas Insurance Limited under her central heating insurance policy. backgroundOn 4 October 2014, British Gas came out and inspected Miss B’s water tank as it had been leaking. She was given the option of having it ... (2 pages)View decision -
Decision Reference DRN5149954
29 Sep 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Ms T complains about the service she’s received from British Gas Services Limited.backgroundMs T had a homecare policy with British Gas which covered her central heating, plumbing, drainage and electrics. In October 2016, she reported a leak and British Gas arranged ... (2 pages)View decision -
Decision Reference DRN-4250867
9 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4250867 The complaint Ms C is unhappy with the way in which British Gas Insurance Limited (‘British Gas’) handled a claim under her ‘Homecare’ home emergency insurance policy. What happened British Gas made an offer of around £1,500 to cover the cost of the kitchen flooring which was d... (3 pages)View decision -
Decision Reference DRN-5765339
8 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5765339 The complaint Mr S has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under his home emergency insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the purposes of th... (3 pages)View decision -
Decision Reference DRN-2181026
9 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2181026 The complaint Mr S complains that British Gas Insurance Limited didn’t carry out an annual service as part of his home care policy with it. What happened Mr S had a home care policy with British Gas. The policy ran for a year beginning March 2019. The policy included an annual ... (3 pages)View decision -
Decision Reference DRN6124982
21 Sep 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs P’s complaint arises from problems with the administration of various boiler and central heating insurance policies by British Gas Services Limited.backgroundMrs P holds four policies with British Gas in relation to rental properties. I understand that when they rene... (2 pages)View decision