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 2270 results
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Decision Reference DRN-1062086
18 May 2020 British Gas Services Limited Not upheldInsuranceDRN-1062086 Complaint Mr and Mrs C are unhappy with the amount of compensation that British Gas Services Ltd has offered in recognition of the distress and inconvenience it caused when it said it was unable to attend Mr and Mrs C’s home emergency leaving them to find their own plumber. Mr ... (2 pages)View decision -
Decision Reference DRN5510654
1 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs U has complained about British Gas Insurance Limited’s delay in carrying out her annual boiler service under her Home Emergency policy as she believes the delay contributed to a part breaking and the boiler having to be replaced.backgroundMrs U held a Home Emergency policy with Brit... (2 pages)View decision -
Decision Reference DRN7356672
24 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited acted unfairly and unreasonably when dealing with his claim under his home emergency policy. He wants compensation.backgroundMr S had a home emergency policy with British Gas covering his central heating. He said that it left him with one o... (2 pages)View decision -
Decision Reference DRN-5765640
5 Feb 2026 British Gas Insurance Limited UpheldInsuranceDRN-5765640 The complaint Ms P has complained about the way British Gas Insurance Limited handled her claim under her Home Emergency Insurance policy. Any reference to British Gas includes its agents. What happened Ms P called British Gas for assistance in June 2023 as she had water dam... (3 pages)View decision -
Decision Reference DRN8803354
14 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C has complained about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter earlier this month, part of which is copied below: “On 2 March 2018, Mr C called B... (6 pages)View decision -
Decision Reference DRN8794986
7 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D is complaining that he thinks British Gas Insurance Limited (British Gas) damaged his boiler when he claimed on his home emergency insurance policy.backgroundMr D’s boiler broke down so he contacted British Gas to ask it to repair it under his home emergency insuran... (3 pages)View decision -
Decision Reference DRN7543920
26 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr U complains that British Gas Insurance Limited mishandled his claim on his Home Care policy.backgroundMr U contacted British Gas when he suffered an electrical fault in one of his properties in the run-up to Christmas. Over the next four weeks, British Gas cancelled or missed about... (2 pages)View decision -
Decision Reference DRN7900481
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C says British Gas Insurance Limited is responsible for poor customer service and has recorded incorrect information on her home emergency account.backgroundMs C was having problems with her tap in 2017. She thought this would be covered by her home emergency polic... (3 pages)View decision -
Decision Reference DRN7486796
20 Jun 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited did not put the tiled skirting and bath panel back into position after its engineer removed them when attending a call out to his home due to a leak.our initial conclusionsOur adjudicator upheld the complaint. He concluded that it is... (2 pages)View decision -
Decision Reference DRN-4957064
9 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4957064 The complaint Mrs R is unhappy with the way British Gas Insurance Limited handled the claim she made for issues with her oven. What happened Mrs R’s complaint has been brought to the Financial Ombudsman Service through a representative. But for ease of reference, I’ll only ... (3 pages)View decision