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
-
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 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 DRN1001854
29 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited mishandled his claim under his home emergency insurance policy.backgroundIn 2010 Mr M had a back boiler system fitted by British Gas. This system was connected to an electric heater.Mr M took out a HomeCare 400 policy ... (2 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 DRN1789040
22 Feb 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M and Mrs R have complained about the way British Gas Insurance Limited (‘British Gas’) handled the renewal of their home emergency insurance policy.backgroundMr M and Mrs R held a home emergency insurance policy with British Gas and it was due to renew on 4 Jan... (2 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 DRN1149459
4 Jun 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains about the poor service he received from British Gas Services Limited when he contacted them about his policy renewal.backgroundMr S contacted British Gas to discuss his policy renewal as it had increased in price. It took a while to get through to the... (2 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 DRN-5656637
30 Jun 2025 British Gas Insurance Limited UpheldInsuranceDRN-5656637 The complaint Mrs H is unhappy with the repairs carried out by British Gas Insurance Limited to her dishwasher and toilet under her plumbing and drainage insurance policy. She says her property has been left with further damage. When referring to British Gas, this includes i... (4 pages)View decision -
Decision Reference DRN5692426
15 May 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J has complained about the date British Gas Insurance Limited (British Gas) offered her for the annual boiler service she receives as part of her home emergency insurance.backgroundMrs J had a HomeCare policy with British Gas which entitled her to an annual boiler... (2 pages)View decision