Published decisions
1,864
Firm-specific decision volume in the public corpus
Firm analysis
British Gas Insurance Limited complaint analysis
A public analysis page covering published Financial Ombudsman decisions involving British Gas Insurance Limited, including outcome context, product mix, complaint themes, and representative cases.
Page summary
1,864 published decisions involving British Gas Insurance Limited, with product mix, upheld-rate context, complaint themes, precedent signals, and representative cases.
Published decisions
1,864
Firm-specific decision volume in the public corpus
Upheld rate
44.7%
834 upheld decisions
Latest published decision 22 Dec 2025
Upheld rate
44.7%
834 upheld decisions
Leading product
Insurance (excluding PPI)
982 decisions
Leading complaint theme
Delay In Claim Handling
302 tagged decisions
British Gas Insurance Limited at a glance
British Gas Insurance Limited appears in 1,864 published decisions in this corpus. 44.7% of those decisions were upheld, which gives a public view of how often complaints involving this firm ended in a fully upheld outcome in the final published set.
Insurance (excluding PPI) is the firm’s clearest product exposure in the published decisions, with 982 decisions and an upheld rate of 43.3%.
- Latest active year in the published data: 2025 (77 decisions)
- Most common complaint theme: Delay In Claim Handling
- Most common precedent signal: Disp
Volume and outcome trajectory
British Gas Insurance Limited's decision trail runs from 2013 to 2025. That range gives enough public history to see whether complaint exposure has been broad-based or concentrated into certain years.
In the latest year represented here, British Gas Insurance Limited appeared in 77 published decisions with an upheld rate of 33.8%.
- 2025: 77 decisions, 33.8% upheld
- 2024: 100 decisions, 46.0% upheld
- 2023: 195 decisions, 49.2% upheld
- 2022: 173 decisions, 45.1% upheld
- 2021: 179 decisions, 51.4% upheld
Themes, products, and precedent signals
Delay In Claim Handling is the strongest complaint-theme signal tied to British Gas Insurance Limited in the published decisions. In this corpus, those themes are the most stable public proxy for complaint “type”.
Disp, Consumer Credit Act 1974, Icobs are the most visible precedent signals in the firm’s published decisions. That gives extra context on the rules and fairness arguments appearing most often around the firm.
- Insurance (excluding PPI): 982 decisions
- Second complaint theme: Policy Wording Ambiguity
- Second precedent signal: Consumer Credit Act 1974
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-589980822 Dec 2025Upheld
British Gas Insurance Limited · Insurance
DRN-5899808 The complaint Mr G has complained about the advice and service provided by British Gas Insurance Limited (‘British Gas’) under his home emergency policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the purposes of t... (4 pages)
View source decisionDRN-587920317 Dec 2025Not upheld
British Gas Insurance Limited · Insurance
DRN-5879203 The complaint Mr A and Ms H have complained about British Gas Insurance Limited which they’d sought home emergency cover from and which, on its first visit to their let property, declared the home’s boiler unsafe and capped it, leaving their tenants without heating or hot wa... (3 pages)
View source decisionDRN-600631417 Dec 2025Upheld
British Gas Insurance Limited · Insurance
DRN-6006314 The complaint Ms M has complained about British Gas Insurance Limited. She isn’t happy about the way it dealt with a claim under her home emergency insurance policy as it turned down her claim. Ms M’s representative has brought this complaint on her behalf but for ease I’ll... (4 pages)
View source decisionDRN-602284115 Dec 2025Not upheld
British Gas Insurance Limited · Insurance
DRN-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 source decisionDRN-584754012 Dec 2025Not upheld
British Gas Insurance Limited · Insurance
DRN-5847540 The complaint Mrs T has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home emergency insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the purposes of t... (5 pages)
View source decision