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
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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 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 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 DRN4895339
21 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs F is unhappy with the service provided by British Gas Insurance Limited in relation to her boiler, central heating and plumbing and drainage insurance policy.backgroundIn October 2016, Mrs F contacted British Gas to make a claim as her boiler was notworking prope... (3 pages)View decision -
Decision Reference DRN9824916
11 Oct 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs K complains about the service she received from British Gas Services Limited when she had a leak at her home. She’s represented by her daughter, Mrs J.backgroundMrs K has a HomeCare policy which covers central heating, plumbing and drains, and home electricals. I... (2 pages)View decision -
Decision Reference DRN0045377
1 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W complains that British Gas Insurance Limited mishandled her home care cover.backgroundMrs W lives in an upstairs flat. British Gas sold her plumbing and drains cover. But – after asking it for help – she says that its policy was never suitable for her needs.T... (1 page)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 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 -
Decision Reference DRN4605713
21 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited took almost three weeks to arrange a repair to his dishwasher after he claimed on an insurance policy covering his kitchen appliances. He also says the policy was mis-sold.backgroundMr P contacted British Gas about his broken dishwasher. An... (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