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 2181 results
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Decision Reference DRN-2845924
28 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2845924 The complaint Mr M has complained about delays by British Gas Insurance Limited (British Gas) in visiting to repair his kitchen appliances under his HomeCare Policy. What happened Mr M had a policy with British Gas for a range of kitchen appliances. Mr M contacted British Gas ... (4 pages)View decision -
Decision Reference DRN4299597
29 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance.background Mr D had a British Gas policy that he cancelled in September 2018 and another that he took out on 21 December 2018. That policy covered Mr D’s centra... (5 pages)View decision -
Decision Reference DRN2730000
28 Jun 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr G complains that British Gas Services Limited sent him unwanted marketing communications about a home emergency insurance policy.backgroundIn 2014 Mr G opted out of receiving marketing material from British Gas. But in October 2017 he accepted the offer of free insurance... (4 pages)View decision -
Decision Reference DRN1664158
8 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited mishandled his home care insurance policy.backgroundBritish Gas was the insurer responsible for dealing with claims under Mr A’s policy. Where I refer to British Gas or the insurer I refer to the insurance company by that ... (5 pages)View decision -
Decision Reference DRN-3157806
9 Dec 2021 British Gas Services Limited UpheldInsuranceDRN-3157806 The complaint Mr B and Mr C complain about British Gas Services Limited (“British Gas”) for failing to carry out annual services under their heating and appliance insurance. They think that this led to the boiler failing and needing to be replaced. They want British Gas to reim... (5 pages)View decision -
Decision Reference DRN-4519459
8 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4519459 The complaint Miss D had complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Miss D contacted British Gas when the heating kept switching on with the hot water in the early morning. British Gas sent an... (3 pages)View decision -
Decision Reference DRN-1637135
22 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1637135The complaintMrs M (through her son Mr M) complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include oth... (2 pages)View decision -
Decision Reference DRN2876145
26 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S complain that British Gas Insurance Limited gave poor service under a home emergency insurance policy.background Mr and Mrs S both work as contractors – with no paid time off. Mrs S has told us that they have two disabled children. Mr and Mrs S have a b... (5 pages)View decision -
Decision Reference DRN-3735176
15 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3735176 The complaint Ms P has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy. I’m aware that Ms P is represented in this case but, for ease, I will only refer to Ms P. What happened Ms P contacted British Gas because... (3 pages)View decision -
Decision Reference DRN3554191
6 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited mishandled his claim on a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with consumer complaints about regulated activities carried out by regulated financial firms. Where I refer to British ... (3 pages)View decision
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