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-4106192
11 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4106192 The complaint Mr M complains British Gas Insurance Limited refused to carry out repairs under his Homecare insurance policy following a leak. What happened The background to the complaint is well known to all parties so I won’t repeat it here. Instead I’ll focus on giving the r... (2 pages)View decision -
Decision Reference DRN-3008999
16 Sep 2021 British Gas Services Limited Not upheldInsuranceDRN-3008999 The complaint Mr T is unhappy with the customer service he received from British Gas Services Limited (British Gas) in relation to his HomeCare policy. His annual boiler service was cancelled, and he believes his policy was misrepresented. What happened Mr T had a HomeCare pol... (3 pages)View decision -
Decision Reference DRN-3354318
14 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3354318 The complaint Mr and Mrs S complain British Gas Services Limited treated them unfairly when their boiler stopped working and they needed assistance under their homecare cover policy. What happened On 5 February 2021, Mr and Mrs S contacted British Gas because their boiler show... (2 pages)View decision -
Decision Reference DRN-4788343
9 May 2024 British Gas Insurance Limited UpheldInsuranceDRN-4788343 The complaint Mr A complains that British Gas Insurance Limited didn’t locate a leak when he called them out and as a result, the ceiling in the flat below collapsed. What happened Mr A held a home emergency policy with British Gas to cover his flat which was rented out. In No... (3 pages)View decision -
Decision Reference DRN4125645
29 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss A is unhappy that British Gas Insurance Limited cancelled her annual service appointment and the customer service she received after this.backgroundMiss A had a service booked when British Gas called around half an hour before the appointment slot was due to end... (2 pages)View decision -
Decision Reference DRN4024890
13 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about the way British Gas Services Limited handled a claim under his homecare policy.backgroundMr H had a home care policy with British Gas for two flats he rented out. On 5 February 2017, he contacted it to make a claim because the boiler wasn’t working properly, affecting ... (4 pages)View decision -
Decision Reference DRN-5741479
22 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5741479 The complaint Mr C complains British Gas Insurance Limited didn’t repair his toilet system following a claim against his HomeCare policy. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the re... (2 pages)View decision -
Decision Reference DRN-3105995
21 Oct 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3105995 The complaint Mr and Mrs O complained about the service they received under their home emergency policy with British Gas Insurance Limited (“British Gas”). What happened Mr and Mrs O made a claim to British Gas when their boiler broke down in late May 2021. Mr and Mrs O said Br... (2 pages)View decision -
Decision Reference DRN-4042674
8 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4042674 The complaint Mr P complains about how British Gas Insurance Limited dealt with his boiler breakdown. He’s unhappy that he was told the repair needed wasn’t covered by his policy, that his gas supply was turned off and that he was left without heating. He wants British Gas to c... (4 pages)View decision -
Decision Reference DRN6186321
21 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms B complains about the service she received from British Gas Insurance Limited under her appliance care insurance policy.backgroundMs B reported a problem with her fridge freezer to British Gas. She wasn’t satisfied with the handling of her claim. And, being unhap... (2 pages)View decision