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-6022841
15 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-6022841 The complaint Mrs M is unhappy with how British Gas Insurance Limited (British Gas) has dealt with a boiler issue on her home emergency policy during the annual boiler service. She’s also unhappy that British Gas hasn’t adequately provided the information requested and with ... (3 pages)View decision -
Decision Reference DRN1030698
4 Jun 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs T is unhappy with British Gas Insurance Limited’s handling of her claim for a leaking radiator. background to complaintMrs T holds a Homecare cover insurance policy, underwritten by British Gas. In February 2011, Mrs T registered a claim with British Gas becaus... (3 pages)View decision -
Decision Reference DRN2020924
1 Jun 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr F reported a problem with his central heating. British Gas attended and said parts were needed. It attended again the next day and said... (2 pages)View decision -
Decision Reference DRN0517230
23 Sep 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains about the service he’s received from British Gas Services Limited. He is represented by Mr C but I’ll just refer to Mr L in this decision.backgroundMr L had solar panels installed by British Gas and as part of the installation he received a five yea... (2 pages)View decision -
Decision Reference DRN8633695
28 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)ComplaintMr and Mrs C are unhappy with the conflicting information they received from British Gas Insurance Limited (British Gas) regarding a replacement part on their boiler.BackgroundMr and Mrs C have a Homecare plan with British Gas. The policy provides cover for the boiler, controls an... (3 pages)View decision -
Decision Reference DRN6179903
14 Aug 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr R owns a flat in the United Kingdom. He had let the flat to a tenant. Mr R lives in another part of the European Union.He had a home care insurance policy ... (4 pages)View decision -
Decision Reference DRN-3212289
10 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3212289 The complaint Mr M complained about the service provided by British Gas Insurance Limited under his home emergency policy. What happened Mr M had a HomeCare policy with British Gas that covered him for repairs to his boiler in the event of a breakdown. When a British Gas engine... (2 pages)View decision -
Decision Reference DRN-4054437
3 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4054437 The complaint Mr C and Mrs C complain about the level of service received from British Gas Insurance Limited following a claim against their homecare insurance policy. What happened Mr C and Mrs C say British Gas failed to repair a boiler fault in 2020. They say multiple visits... (4 pages)View decision -
Decision Reference DRN-5049336
29 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-5049336 The complaint Mr C complains about British Gas Insurance Limited’s handling of a claim made under his HomeCare insurance policy. What happened Mr C has held HomeCare cover with British Gas since 2017 for a property he rents out. This covers the property’s boiler, controls a... (4 pages)View decision -
Decision Reference DRN1650022
29 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G owned two flats in the same building and rented them to tenants. His complaint relates to one of those flats (“the flat”).Mr G had British G... (5 pages)View decision