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 DRN4728629
10 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited gave him poor service under his home care emergency insurance.backgroundMr H has had a Homecare 400 policy with British Gas since 2012. This covered the maintenance and repairs for a gas fire in his living room. The fire... (2 pages)View decision -
Decision Reference DRN-3377186
7 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3377186 The complaint The complaint Mrs H has complained that British Gas Insurance Limited (‘British Gas’) damaged her fire whilst carrying out a service under her home care insurance policy. What happened In July 2021, a British Gas engineer attended Mrs H’s property to carry out an ... (5 pages)View decision -
Decision Reference DRN-1829364
6 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-1829364 The complaint Ms O on behalf of her parents complains that British Gas Insurance Ltd have unfairly treated her parents when renewing their ‘homecare’ policy. Any reference to British gas includes its agents. As Ms O is representing her parents, I’ll mainly refer to her through... (3 pages)View decision -
Decision Reference DRN-4885400
29 Jul 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4885400 The complaint Mr and Mrs R’s complaint is about the service provided under a central heating insurance policy with British Gas Insurance Limited. Mr R has been the main correspondent on the complaint, so I will mainly refer to him throughout this decision. What happened Mr a... (6 pages)View decision -
Decision Reference DRN9015653
30 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C is unhappy with the service provided by British Gas Insurance Limited in relation to a claim under her home emergency insurance policy. backgroundShortly after moving into her new home, Ms C noticed that the lavatory would not flush properly and after a while s... (2 pages)View decision -
Decision Reference DRN-5883131
11 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5883131 The complaint Mr B has complained that British Gas Insurance Limited (‘British Gas’) declined his claim under his home emergency insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and for the purposes of this decision. What ... (4 pages)View decision -
Decision Reference DRN8739601
27 Jul 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs H complains on behalf of her late husband Mr H that British Gas Insurance Limited gave poor service under his home care insurance policy.background Mr H was terminally ill and she was caring for him. During the winter, she called British Gas for help with the b... (2 pages)View decision -
Decision Reference DRN8752714
4 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about British Gas Insurance Limited’s failure to identify a leak in a radiator, causing damage to her parent’s property. The background to this complaint, and my provisional findings, were set out in my provisional decision dated July 2015 as follows:“back... (3 pages)View decision -
Decision Reference DRN4907713
4 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains about the service he’s received from British Gas Insurance Limited underhis home care insurance policy and the contribution it’s offering for a replacement kitchen appliance.My references to British Gas Insurance Limited include its agent who dealt wit... (2 pages)View decision -
Decision Reference DRN-3534479
9 Jun 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3534479 The complaint Mr K complains about the way British Gas Insurance Limited handled a claim he made under his home emergency insurance policy. What happened Mr K had a HomeCare policy with British Gas that covered him for repairs to his central heating system. During an annual ser... (3 pages)View decision