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-3260585
27 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3260585 The complaint Mr F complained that British Gas Insurance Limited (“British Gas”) provided an unfair settlement under his kitchen appliance cover. What happened British Gas inspected a fault on Mr F’s tumble dryer, but British Gas were unable to fix the fault. It said the parts ... (2 pages)View decision -
Decision Reference DRN-2981618
3 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2981618 The complaint Mrs M’s complaint is about the handling of a claim under her central heating insurance policy with British Gas Insurance Limited. What happened On 10 April 2021, Mrs M reported a claim to British Gas as she had no hot water and the radiators were dangerously hot. ... (2 pages)View decision -
Decision Reference DRN1124896
19 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C have said they’re unhappy with the service provided to them by British Gas Insurance Limited (British Gas) after they needed to make a claim under their home care policy. backgroundMr and Mrs C have explained that in January 2018 they discovered they ha... (3 pages)View decision -
Decision Reference DRN-3871161
1 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3871161 The complaint Mr M complains about the service he received from British Gas Insurance Limited following an engineer visit to his home. He’s also unhappy with the way in which his claim for damage resulting from repairs that were undertaken by the engineer has been dealt with. W... (5 pages)View decision -
Decision Reference DRN5751020
1 Mar 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains about poor service he received from British Gas Insurance Limited (British Gas) under his home emergency insurance policy.backgroundMr P has had a policy with British Gas covering his central heating system for a number of years. British Gas’s records sho... (2 pages)View decision -
Decision Reference DRN-4025787
22 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4025787 The complaint Mrs D has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home care policy. Reference to British Gas in this decision letter includes its agents and contractors acting under the relevant policy. Reference to Mrs D i... (5 pages)View decision -
Decision Reference DRN-5741151
17 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5741151 The complaint Mr C complains about the response of British Gas Insurance Limited (‘British Gas’) to a claim he made on his ‘home care’ policy. Mr C also complains about the policy sold to him. Much of Mr C’s dissatisfaction is related to the actions of agents acting on behal... (4 pages)View decision -
Decision Reference DRN-4921049
2 Sep 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4921049 The complaint Mr E complains that British Gas Insurance Limited failed to repair a leak correctly under his HomeCare Insurance policy, which has caused further damage. What happened The detailed background to this complaint is well known to both parties, so I’ll only summar... (3 pages)View decision -
Decision Reference DRN4249553
1 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr M reported a leak at his home. British Gas attended and said the cylinder needed replacing.British Gas spoke to the manufacturer of th... (2 pages)View decision -
Decision Reference DRN-3169353
19 Nov 2021 British Gas Services Limited UpheldInsuranceDRN-3169353 The complaint Mr K complains about British Gas Services Limited (British Gas) under his home emergency policy. His complaint is about how they responded to electrical problems at his property. What happened In August 2021 Mr K noticed that a security light at his property had s... (4 pages)View decision