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 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 -
Decision Reference DRN7903023
28 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company of that name and I include its engineers and others for whose actions I hold it respon... (3 pages)View decision -
Decision Reference DRN2427683
10 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M complains, through her daughter, that British Gas Insurance Limited is responsible for poor service in connection with her home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include its associated plumbing and dr... (3 pages)View decision -
Decision Reference DRN-2783219
28 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2783219 The complaint Mr V complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policies. What happened We categorise his British Gas Homecare policies as home emergency policies. That is notwithstanding that ther... (3 pages)View decision -
Decision Reference DRN6794862
29 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr S had a British Gas policy that covered central heating and plumbing and drainage repairs. That was subject to an excess or fixed fee. Where I... (3 pages)View decision -
Decision Reference DRN-2393583
25 Jun 2021 British Gas Services Limited UpheldInsuranceDRN-2393583 The complaint A company, which I’ll refer to as V, complains that British Gas Services Limited cancelled their British Gas Multi-premise Homecare policy mid-term without warning. Ms P, who is a director of V, brings the complaint on V’s behalf. What happened V took out a Britis... (2 pages)View decision -
Decision Reference DRN-3139964
7 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3139964 The complaint Ms S complaints that British Gas Insurance Limited (“British Gas”)– the insurer of her home emergency insurance – hadn’t carried out an annual service on her boiler for 28 months. What happened Ms S has “HomeCare Two – Boiler, controls and central heating cover in... (6 pages)View decision -
Decision Reference DRN0896287
19 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)On behalf of Mrs O, her daughter Mrs S complains that British Gas Insurance Limited mishandled Mrs O’s home emergency insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company by that name and I include any others for whose actions I... (4 pages)View decision -
Decision Reference DRN3414036
9 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr I complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr I took out a British Gas HomeCare policy in 2014. In 2018 he complained that – instead of fixing his boiler - British Gas cancelled his policy... (4 pages)View decision -
Decision Reference DRN2961054
10 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M has complained about the way British Gas Insurance Limited (“British Gas”) handled a claim made under his home emergency insurance policy.backgroundMr M holds a HomeCare policy with British Gas, which provides cover for his boiler.In December 2018, Mr M’s Nest pro... (3 pages)View decision
