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 DRN5747000
13 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J has complained about British Gas Insurance Limited. She isn’t happy that it condemned her boiler and incorrectly diagnosed problems with her central heating system. This was following a call out under her home emergency policy.backgroundMrs J had problems with her ... (2 pages)View decision -
Decision Reference DRN8885844
4 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms L complains about the poor service she received from British Gas Insurance Limited when she made a claim under her HomeCare insurance policy.background Ms L made a claim for a problem with her boiler on 3 January 2013. British Gas visited Ms L’s home on 3 January and ordered a part, ... (2 pages)View decision -
Decision Reference DRN4116724
7 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains about the workmanship of British Gas Insurance Limited (“British Gas”) when it installed a hot water tank and expansion vessel at his property. backgroundBritish Gas attended Mr J’s property in January 2013 to install a hot water tank and expansion vessel. Mr J said the exp... (2 pages)View decision -
Decision Reference DRN0047755
12 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L has complained that British Gas Insurance Limited won’t cover the damage to her property. Mrs L believes that the damage wouldn’t have occurred if British Gas’ engineer had done his job effectively.backgroundThe tenants living at Mrs L’s property reported a... (3 pages)View decision -
Decision Reference DRN5636191
22 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs D’s complaint arises from a central heating insurance policy withBritish Gas Insurance Limited.backgroundI issued a provisional decision on this matter in May 2020, part of which is copied below: “Mr and Mrs D have held a policy with British Gas for some years. In October 2018, ... (6 pages)View decision -
Decision Reference DRN-4862270
21 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4862270 The complaint Mr A is unhappy that British Gas Insurance Limited (British Gas) declined his claim to repair a leak in his bathroom. What happened Mr A has a home emergency policy with British Gas. The underwriter is British Gas, and the policy covers plumbing and drains cove... (3 pages)View decision -
Decision Reference DRN-2774730
23 Apr 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2774730 The complaint Mrs L is unhappy about information provided by British Gas Insurance Limited (British Gas) during visits under her home emergency policy. What happened British Gas carried out an annual service on Mrs L’s boiler under her British Gas HomeCare policy. During the vi... (3 pages)View decision -
Decision Reference DRN6124551
2 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)British Gas Insurance Limited carried out some repair work to Mr W’s property under an insurance policy. While doing so it caused damage but a dispute has arisen as to what it needs to do to put this right. backgroundBritish Gas has accepted that it is responsible for ... (3 pages)View decision -
Decision Reference DRN7398586
13 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss T complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundFinal decisions of the Financial Ombudsman Service are published on our website. We include the full name of the insurance company or other reg... (3 pages)View decision -
Decision Reference DRN-2939591
18 Aug 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2939591 The complaint Mrs L complains that British Gas Insurance Limited has declined her claim for damage to a sink. She says damage was caused by its engineer replacing a tap under her home emergency policy. What happened Mrs L contacted British Gas in March 2021 when a tap was leaki... (2 pages)View decision
