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 2178 results
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Decision Reference DRN4697416
31 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs J complains that British Gas Services Limited mis-sold a home emergency policy to her. backgroundMrs J had home emergency cover for two boilers in her home. She was unhappy with the service provided when she claimed on her policy and one of the boilers was de... (2 pages)View decision -
Decision Reference DRN2017533
27 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C’s complaint arises from the handling of a claim made under his central heating and boiler insurance cover with British Gas Insurance Limited. Mr C is represented in this complaint by his daughter. All references to Mr C in this decision should be read as includi... (3 pages)View decision -
Decision Reference DRN6568551
23 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S has complained about British Gas Insurance Limited. She isn’t happy about the customer service it provided under her home emergency policy.backgroundMrs S had home emergency cover with British Gas and wasn’t happy about the service she received. On two separate occ... (2 pages)View decision -
Decision Reference DRN5945242
18 Nov 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M has complained about the way British Gas Insurance Limited (British Gas) dealt with a claim she made on her home emergency insurance policy after her boiler stopped working. background I issued a provisional decision on this complaint last month. An extract from that decision follows... (7 pages)View decision -
Decision Reference DRN4535666
21 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited didn’t carry out an annual boiler service in November 2014. Mr S says British Gas is in breach of its agreement with him under a Home Care insurance policy.backgroundMr S’s policy year with British Gas runs from 5 A... (2 pages)View decision -
Decision Reference DRN-5481572
27 May 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5481572 The complaint Mr and Mrs J have complained that British Gas Insurance Limited acted unfairly in relation to their home emergency insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: In September 2024, British Gas visited ... (3 pages)View decision -
Decision Reference DRN5523915
29 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)British Gas Insurance Limited’s engineer damaged a valve in Mr P’s loft, which caused water damage to his home, while trying to carry out a repair under his home emergency insurance policy. backgroundMr P contacted British Gas on 29 December 2013, as his boiler wasn’... (3 pages)View decision -
Decision Reference DRN0231051
17 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains (through her son-in-law who is her attorney) that British Gas Insurance Limited gave poor service under a home care policy.background Mrs B’s son-in-law complained about how British Gas dealt with her and how long it took to respond to him. He considers that it should c... (2 pages)View decision -
Decision Reference DRN-3593099
6 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3593099 The complaint Mr Z has complained that British Gas Insurance Limited agents damaged his bath when fixing the taps following his claim under his home emergency policy underwritten by British Gas. Reference to British Gas includes all its agents. What happened Mr Z made a claim t... (3 pages)View decision -
Decision Reference DRN5283667
9 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H’s complaint is about the handling of a claim by British Gas Insurance Limited under his central heating and plumbing insurance policy.backgroundIn 2017, Mr H reported a problem with his water pressure, which meant if two appliances were used at the same time, ... (3 pages)View decision
