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 2177 results
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Decision Reference DRN2447805
17 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints against insurance companies and other regulated financial firms. Where I refer to British Gas I refer... (4 pages)View decision -
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 DRN3713826
11 Sep 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C is unhappy with the cost of his homecare policy arranged by British Gas Services Limited. backgroundMr C has had a British Gas homecare plan – covering his boiler, plumbing, central heating etc. – for a number of years. In addition, the plan also included ‘kitchen appliance cover’ for... (2 pages)View decision -
Decision Reference DRN4014533
29 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M’s complaint arises from a claim she made under her boiler and central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 December 2017, a British Gas engineer attended Mrs M’s home to carry out a repair on her boiler. The engineer apparen... (2 pages)View decision -
Decision Reference DRN1467825
12 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Ms J says British Gas Services Limited has mishandled a claim under a home emergency insurance policy.backgroundMs J had a Homecare policy with British Gas since March 2014 for a property she rents out. In September 2015 Ms J reported an electrical problem in the ki... (2 pages)View decision -
Decision Reference DRN-4006406
7 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4006406 The complaint Ms B complains British Gas Insurance Limited (British Gas) caused damage to a worktop in her garage after she made a claim on her home emergency insurance policy. And that the cash offer made for repairs was not enough. There are several parties and representative... (3 pages)View decision -
Decision Reference DRN-4821240
7 Jun 2024 British Gas Insurance Limited UpheldInsuranceDRN-4821240 The complaint Mr and Mrs K's complaint is about the handling of a claim under their home emergency insurance policy with British Gas Insurance Limited. What happened Mr and Mrs K made a claim under the policy in April 2022, as they had a leak from the toilet cistern. Briti... (8 pages)View decision -
Decision Reference DRN4863417
31 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating and gas appliance insurance policy. backgroundMrs H has held the policy with British Gas for several years. The policy includes an annual service of her gas fire. British Gas s... (2 pages)View decision -
Decision Reference DRN-3961506
1 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3961506 The complaint Mr and Mrs C complain about the service they received from British Gas Insurance Limited in relation to their home emergency policy. What happened In early 2022, Mr C contacted British Gas about a problem with his boiler. British Gas arranged for an engineer to vi... (3 pages)View decision -
Decision Reference DRN-1360117
8 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1360117The complaintMr and Mrs M complain that when carrying out an annual service as part of their home emergency cover, British Gas Insurance Limited damaged their gas fire, and its offer to pay 50% of the cost of a new fire isn’t enough to put things right. What happenedMr and Mrs M... (2 pages)View decision
