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-3711657
29 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3711657 The complaint Mr D complains about British Gas Insurance Limited (British Gas) under his home emergency policy. His complaint is that he paid for flushing of his boiler filter each year (which hadn’t been fitted correctly) but this didn’t happen. This decision only covers to th... (4 pages)View decision -
Decision Reference DRN-2947914
14 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2947914 The complaint Mr T made a claim under his home emergency policy, he complains that British Gas Insurance Ltd’s engineer damaged his wardrobe whilst repairing his boiler. What happened Mr T contacted British Gas in March 2021 to make a claim under his home emergency policy as he... (3 pages)View decision -
Decision Reference DRN-3355303
22 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3355303 The complaint Miss M complains that British Gas Insurance Limited (“British Gas”) caused damage to her property while carrying out a repair under her home emergency insurance. What happened Miss M says an engineer from British Gas attended her property in 2020 to carry out repa... (3 pages)View decision -
Decision Reference DRN8420737
28 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited gave him poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints about insurance companies and other regulated financial firms. Where I refer to the insurer or B... (2 pages)View decision -
Decision Reference DRN-2977958
30 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-2977958 The complaint Ms C has complained that British Gas Insurance Limited caused damage to her home as a result of work it carried out under her home emergency policy. What happened Ms C contacted British Gas because she found water on the basement floor in her home and that the li... (3 pages)View decision -
Decision Reference DRN-4155035
23 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4155035 The complaint Mr H complains that a British Gas Insurance Limited (British Gas) engineer damaged his boiler beyond repair and caused further damage to a kitchen worktop following a claim he made under his home emergency policy. What happened Mr H says British Gas repaired his b... (3 pages)View decision -
Decision Reference DRN-4272454
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4272454 The complaint Mr A and Ms S complain that British Gas Insurance Limited (British Gas) has unfairly refused to meet a claim for a damaged drain cover. What happened Mr A and Ms S have an insurance policy with British Gas that, amongst other things, covers repairs to their domest... (3 pages)View decision -
Decision Reference DRN-1383108
27 Apr 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1383108 The complaintMr M complains that British Gas Insurance Limited turned down a claim he made on his home emergency insurance policy. Mr M’s represented by his son. What happenedIn early June 2019, Mr M suffered a loss of electricity in the downstairs of his home. He made a claim ... (4 pages)View decision -
Decision Reference DRN1553128
6 Feb 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy with the handling of a claim by British Gas Insurance Limited under his home emergency insurance policy. background I issued my provisional decision on this matter in January 2014, an extract from which is copied below and forms part of this, my final decision. “Mr A hold... (4 pages)View decision -
Decision Reference DRN6271441
25 Jul 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Through his wife, Mr A complains that British Gas Insurance Limited gave poor service under a home care insurance policy.backgroundMr A was a policyholder with British Gas insurance. On his behalf, Mr A’s wife complained that British Gas had caused damage in their h... (2 pages)View decision