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 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 DRN-1748548
24 Apr 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1748548The complaintMr J complained because British Gas Insurance Limited declined a claim under his Home Care insurance policy. What happenedMr J made a claim towards the end of 2018 because there was a leak in the plumbing in the bathroom/toilet area. One of British Gas's repair... (3 pages)View decision -
Decision Reference DRN9460622
18 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that an engineer from British Gas Insurance Limited broke her bathroom window when he was at her home repairing a blocked toilet.backgroundMrs S has a British Gas insurance policy which covers various parts of her home. She made a claim for a blocked ... (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 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-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 DRN6676822
27 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about British Gas Insurance Limited. They believe it condemned their boiler unnecessarily following a claim under their home care policy.backgroundMr and Mrs H say that British Gas incorrectly condemned their boiler. They want it to pay for... (2 pages)View decision -
Decision Reference DRN5348790
20 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.background Mrs S complained to British Gas about its handling of repeated problems with her central heating boiler. And, being unhappy with its re... (2 pages)View decision -
Decision Reference DRN-3264859
19 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3264859 The complaint Mr and Mrs A complain about British Gas Insurance Limited’s handling of ongoing claims about their heating system under their home emergency policy. What happened Mr and Mrs A say that engineers visited to fix problems with their heating and hot water system on mo... (6 pages)View decision