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 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 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-4166638
8 Jun 2023 British Gas Services Limited Not upheldInsuranceDRN-4166638 The complaint Mr G complains British Gas Insurance Limited hasn’t backdated cancellation of his home emergency insurance policy fairly. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances... (2 pages)View decision -
Decision Reference DRN-3979976
13 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3979976 The complaint Mrs A has complained about a leak she said British Gas Insurance Limited (British Gas) caused when it carried out work under her home emergency policy. What happened British Gas sent an engineer to Mrs A’s home to deal with a leak outside her home. While he was th... (2 pages)View decision -
Decision Reference DRN8903179
29 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains about the service she received from British Gas Insurance Limited after she made a claim under her HomeCare insurance policy. In particular, she’s unhappy with its level of communication, and that the policy was downgraded and her claim declined. backgroun... (3 pages)View decision -
Decision Reference DRN-3866205
16 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3866205 The complaint Miss S is unhappy with the way British Gas Insurance Limited (British Gas) dealt with her claim under her HomeCare policy. What happened Miss S is a landlord and took out plumbing and drains cover with British Gas to cover her rented property. In December 2021 Mis... (4 pages)View decision -
Decision Reference DRN-5391124
24 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5391124 The complaint Mr H and Ms W complain about British Gas Insurance Limited’s handling of a boiler claim on their HomeCare policy. Both Mr H and Ms W are named policyholders on their HomeCare policy, so any claim or complaint is brought by them both. But for simplicity, and bec... (3 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 DRN7144210
24 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited automatically renewed (and took payments for) his home care insurance policy.backgroundIn late 2011, Mr M took out British Gas insurance for his property. In January 2012 he moved from that property and later let it to t... (2 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