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 DRN4427884
12 Aug 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains about British Gas Insurance Limited’s handling of a claim under her policy, as well as its decision to reduce her level of cover. The background to this complaint and my provisional findings were set out in my provisional decision of July 2015 as follo... (4 pages)View decision -
Decision Reference DRN0257886
18 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited caused damage while doing work under a home care policy.backgroundMr S complained that British Gas had loosened a pipe connection, causing water damage to the room below.The adjudicator did not recommend that the complain... (2 pages)View decision -
Decision Reference DRN8940585
4 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss A complains that British Gas Insurance Limited caused a leak during a repair visit following her home emergency insurance claim. backgroundIn August 2012 a British Gas engineer attended at Miss A’s property as she had no heating. During the visit, the engineer completed a repair ... (2 pages)View decision -
Decision Reference DRN9002544
26 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs A’s complaint arise from the service provided by British Gas Insurance Limited under their home emergency insurance cover. backgroundMr and Mrs A hold policies with British Gas in respect of two properties both of which are rented out. They had arranged a... (2 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-4253825
25 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4253825 The complaint Mrs S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened A family member who lived in a property owned by Mrs S contacted British Gas when she smelled sewage in the bathroom. British... (2 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 DRN-3775548
14 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3775548 The complaint Mr I complains about British Gas Insurance Limited’s (British Gas) handling of a claim made under his home emergency policy. What happened In April 2022, Mr I made a claim on his home emergency policy. He experienced a problem with his boiler and says he was witho... (2 pages)View decision -
Decision Reference DRN3036446
9 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S is unhappy with British Gas Insurance Limited’s handling of a claim under his home emergency insurance policy. background In June 2015, Mr S reported a leak which had caused water damage to the ceiling below and the floor. The first British Gas engineer incorrectly... (3 pages)View decision -
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
