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 DRN8728627
17 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited mishandled his claim on a HomeCare policy.backgroundMr C suffered a leak of water from his loft. He called British Gas. But he also called private plumbers who attended very promptly. Mr C complained after a British Gas engineer rang to ... (2 pages)View decision -
Decision Reference DRN-3843063
1 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3843063 The complaint Mr and Mrs C complain that British Gas Insurance Limited caused damage when attending to a claim under their HomeCare policy. For ease, I’ll mainly refer to Mr C in my decision. What happened Mr C says British Gas caused damage to his bath in 2019, when it attende... (2 pages)View decision -
Decision Reference DRN7207779
14 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains about British Gas Insurance Limited’s handling of a claim made under her Homecare policy. backgroundMrs M holds a Homecare policy, the aim of which is to protect against repairs needed for the central heating system, plumbing, drains and electrics. Mrs M ... (2 pages)View decision -
Decision Reference DRN2707739
8 Dec 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mr M complains about the service provided to him by British Gas Services Limited (“British Gas”) under his HomeCare policy (“policy”).backgroundMr M has a policy with British Gas that provides central heating, plumbing, drains and home electrical cover. His policy runs f... (3 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 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 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 DRN6921963
7 Nov 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited should refund payments for a home care agreement.backgroundMr S has a property which he lets to a tenant and her family. In 2017 Mr S complained that British Gas hadn’t done a gas safety certificate or an annual inspec... (2 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 DRN3771293
15 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited mishandled his claim on a home care insurance policy.backgroundMr B’s cover included plumbing and drainage. He called for help with a leak. He complained that British Gas said it wasn’t covered.Our investigator didn’t re... (2 pages)View decision