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-3165538
6 Dec 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3165538 The complaint Ms F has complained that British Gas Insurance Limited cancelled her Homecare policy. What happened In March 2020 Ms F bought a Homecare policy with British Gas. Under its conditions it said it would arrange a visit to check if Ms F’s boiler was suitable for it to... (2 pages)View decision -
Decision Reference DRN5383753
21 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the level of service he received from British Gas Insurance Limited after he made a claim under his home emergency policy.backgroundMr D and his wife have a home emergency policy with British Gas. On 16 May Mr D reported a problem with his... (3 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 DRN-3413793
22 Apr 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3413793 The complaint Mr W has complained that British Gas Insurance Limited (‘British Gas’) charged a £60 excess fee when he made a claim under his home care insurance policy. What happened Mr W took out a policy online with British Gas in December 2020. During the policy period, he r... (3 pages)View decision -
Decision Reference DRN9222900
27 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited gave him poor service in connection with his home care insurance policy.backgroundMr D lives in an area of hard water. He had a limescale filter attached to his hot water tank. He reported that it was leaking. He com... (2 pages)View decision -
Decision Reference DRN-3697235
3 Nov 2022 British Gas Services Limited UpheldInsuranceDRN-3697235 The complaint Mrs L complains about her home emergency policy with British Gas Services Limited (British Gas). The complaint is about how British Gas responded to a problem with her boiler. References to British Gas in this decision include their agents who provide services und... (4 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 DRN7828365
14 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G is unhappy with British Gas Insurance Limited’s handling of her claim under a home emergency insurance policy. backgroundI issued a provisional decision on this matter in March 2017, part of which is copied below:Mrs G reported a leak to British Gas in July 201... (4 pages)View decision -
Decision Reference DRN-5648532
22 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5648532 The complaint E complains that British Gas Insurance Limited has provided poor service when E called it on 23 October 2024. E says it spent two hours on the phone before the call dropped. The agent didn’t return the call to E and this resulted in E needing to call back, spen... (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