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
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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 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 DRN-1902737
19 Jun 2020 British Gas Insurance Limited Not upheldInsuranceThe complaint Mr H has complained about British Gas Insurance Limited. He isn’t happy that his premium increased after a claim under his home emergency insurance policy. What happened Mr H had his home emergency policy with British Gas. When his premium increased at the time of renewal he ... (2 pages)View decision -
Decision Reference DRN-3675575
7 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3675575 The complaint Mr D complains that British Gas Insurance Limited should have repaired his boiler under the home emergency policy he held with them. He says failure to do so resulted in him replacing the boiler and incurring significant extra costs. What happened The details of t... (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 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 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 DRN-1865622
27 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1865622The complaintMrs R complains that British Gas Insurance Limited caused the stopcock in her house to leak and this resulted in damage to her kitchen. What happenedAround July 2019, British Gas sent an engineer, who I’ll refer to as “D” to carry out a repair under Mrs R’s homecare... (3 pages)View decision -
Decision Reference DRN9135598
14 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T has complained that British Gas Insurance Limited (British Gas) didn’t carry out a proper annual boiler service under his home emergency policy. He also wasn’t happy with its service. Mr T is being represented by his wife, Mrs T.backgroundIn February 2017 Mrs T arran... (2 pages)View decision