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 2254 results
-
Decision Reference DRN-3044410
4 Oct 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3044410 The complaint Mrs M complains that British Gas Insurance Ltd’s engineer misdiagnosed the cause of a leak, when she made a claim under her home emergency policy. What happened Mrs M made a claim under her policy to British Gas when she noticed a leak had discoloured her ceiling.... (2 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 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 DRN-3149697
17 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3149697 The complaint Mrs S complains that British Gas Insurance Limited failed to service her boiler as part of her home emergency policy. What happened Mrs S says her boiler should have been serviced in the policy year 2017/2018, but this didn’t happen. She contacted British Gas and ... (3 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 -
Decision Reference DRN5675601
11 Jul 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Miss U complains that British Gas Insurance Limited is responsible for careless service under a home care insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company by that name. I include its engineers and any others for whose actions ... (2 pages)View decision -
Decision Reference DRN6372394
1 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr B complains that when he made a claim on his home emergency policy, British Gas Services Limited failed to repair his boiler.background Mr B made a claim on his home emergency policy when his boiler stopped working. British Gas arranged for an engineer to visit. H... (3 pages)View decision -
Decision Reference DRN8450799
15 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M is unhappy with the service provided by British Gas Insurance Limited with regard to his landlord policy. backgroundMr M has a group policy covering around eight properties that he rents out. He has complained about a number of matters relating to those policies, ... (2 pages)View decision -
Decision Reference DRN6282494
28 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 January 2019, Mrs B made a claim under her policy when her boiler was making a loud noise. An engineer attended on 23 January 2019 and the b... (3 pages)View decision -
Decision Reference DRN5403030
12 Aug 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited damaged her boiler and central heating system when undertaking a repair under her home emergency policy.backgroundMrs S has a Homecare 400 policy with British Gas. In November 2014 a British Gas engineer attended Mrs S... (2 pages)View decision