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 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-4113111
13 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4113111 The complaint Ms A complains about the service provided by British Gas Insurance Limited when she made a claim on her home emergency insurance policy. What happened The background to this complaint is well known to both Ms A and British Gas. In my decision, I’ll focus mainly on... (3 pages)View decision -
Decision Reference DRN3585184
24 Dec 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss C complains about the advice provided to her by British Gas Insurance Limited following a gas leak at her property.backgroundMiss C reported a smell of gas on 2 January 2013, her gas supplier attended and concluded that there was a leak on internal pipework in her home. It switch... (3 pages)View decision -
Decision Reference DRN-1710038
29 Apr 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Mr P complains that British Gas Insurance Limited (“British Gas”) has tried to unfairly settle a claim he made under his HomeCare policy, alongside providing poor service. What happened In July 2019, Mr P’s fridge freezer broke down. So he contacted British Gas under his Home... (3 pages)View decision -
Decision Reference DRN1956922
8 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B has complained about British Gas Insurance Limited’s service after she made a claim on her home emergency policy. All references to British Gas include its agents. backgroundMrs B made a claim to British Gas after her boiler started making loud noises. She asked ... (2 pages)View decision -
Decision Reference DRN-3956042
17 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3956042 The complaint Mr S has complained about the way British Gas Insurance Limited (‘British Gas’) have handled a claim he made on his home emergency insurance policy. What happened Mr S experienced a loss of electricity at all of the sockets at his home in the kitchen and ground fl... (3 pages)View decision -
Decision Reference DRN-5850169
31 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5850169 The complaint Mr S complains about how British Gas Insurance Limited (‘British Gas’) responded to a claim he made on his home emergency policy. Some of Mr S’ dissatisfaction relates to the actions of agents that were acting on behalf of British Gas. As British Gas have accep... (4 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-4729127
8 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4729127 The complaint Ms C complains about the service provided by British Gas Insurance Limited in relation to her home emergency insurance policy. What happened Ms C had a home emergency insurance policy through British Gas which she renewed each year. Under the terms of the policy, ... (4 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