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 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 -
Decision Reference DRN6043147
23 Oct 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E complains that British Gas Insurance Limited mishandled his claim on a HomeCare policy.backgroundMr E had a loft bathroom with a basin in it. To provide hot water, he had an electric instant water heater. It started to leak. He complained when British Gas declined to replace it.The... (2 pages)View decision -
Decision Reference DRN-4493370
17 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4493370 The complaint R, a limited company, complains that HSBC UK Bank Plc (“HSBC”) failed to prevent a British Gas direct debit payment of £44,134.78 being erroneously taken from its account which, R says, caused it financial loss and distress and inconvenience. Mr A – sole director ... (2 pages)View decision -
Decision Reference DRN8948322
10 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs H say British Gas Insurance Limited didn’t complete an annual service of their boiler, which they paid for as part of their HomeCare cover.background Mr and Mrs H (the policyholders) are frustrated by the service they received from British Gas. Their HomeCa... (2 pages)View decision -
Decision Reference DRN3579629
9 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr I has complained about British Gas Services Limited. He isn’t happy about the service British Gas Services Limited provided following a repair under his home emergency policy.backgroundMr I made a claim under his home emergency policy. This was because he had p... (2 pages)View decision -
Decision Reference DRN8184625
2 Feb 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr B complained that – because British Gas hadn't serviced his old one properly – he had to buy a new boiler.The adjudicator recommended that the c... (2 pages)View decision
