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 2257 results
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Decision Reference DRN-2910269
15 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2910269 The complaint Ms H complains that, for six years, British Gas Insurance Limited carried out sub-standard annual services on her boiler under her home care insurance policy, which eventually resulted in her boiler being condemned. What happened Ms H first took out a home care po... (6 pages)View decision -
Decision Reference DRN3861704
20 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M complains that British Gas Insurance Limited should replace her carpet under a home emergency insurance policy.backgroundThe Financial Ombudsman Service has power to deal with consumer complaints against insurance companies and other regulated financial firms. We d... (4 pages)View decision -
Decision Reference DRN5129520
29 Jun 2020 British Gas Services Limited UpheldInsurance (excluding PPI)Mr B is unhappy with how British Gas Services Limited handled the claim he made under his home emergency cover policy.background Mr B contacted British Gas to report an issue with his boiler. Its first engineer visited on 14 November 2018 and diagnosed that a powerflush was required, which... (4 pages)View decision -
Decision Reference DRN-4307787
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4307787 The complaint Miss G is unhappy with the service she received from British Gas Insurance Limited, in relation to a home emergency insurance policy she held with it. What happened Miss G had a ‘homecare four’ home emergency insurance policy with British Gas. The policy provided ... (6 pages)View decision -
Decision Reference DRN4120179
21 Jul 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T is unhappy with the level of service he has received from British Gas Insurance Limited, in relation to claims made under his boiler cover insurance policy and kitchen appliance insurance policy.background In March 2013, Mr T contacted British Gas regarding a fault ... (3 pages)View decision -
Decision Reference DRN9451843
6 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A complain about the amount of time taken by British Gas Insurance Limited to install a new boiler. They also complain that British Gas Insurance Limited sent them correspondence in the incorrect name. backgroundMrs and Mrs A hold a HomeCare policy, underwritten by British ... (3 pages)View decision -
Decision Reference DRN-2352208
14 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2352208 The complaint Mrs R is unhappy about the level of customer service provided by British Gas Insurance Limited (British Gas) under her HomeCare Insurance policy. What happened A heat detector in Mrs R’s home activated and couldn’t be switched off. When Mrs R contacted British Gas... (3 pages)View decision -
Decision Reference DRN3787328
28 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G had British Gas insurance for (among other things) his central heating boiler. The insurance covered an annual service and repairs – subject... (4 pages)View decision -
Decision Reference DRN-1535802
12 Mar 2020 British Gas Services Limited Not upheldInsuranceDRN-1535802 ComplaintMr S complains that British Gas Services Limited collected a premium from his bank account in error. BackgroundMr S held a Home Care plan with British Gas. Shortly before the plan was due to renew, Mr S called British Gas and let it know he wanted to cancel it. Unfortu... (2 pages)View decision -
Decision Reference DRN6164343
14 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss L complains that, following a claim under her home emergency insurance policy, British Gas Insurance Limited’s engineer used the incorrect technique to test the boiler casing seals, which left her boiler beyond economical repair. backgroundMiss L holds a Homecare Insurance policy... (3 pages)View decision