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 DRN1564577
17 Oct 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)summary of complaintMr J complains about British Gas Insurance Limited’s handing of his insurance claim for a problem with his hot water supply.background to complaintMr J holds a policy, underwritten by British Gas. In October 2011, British Gas attended at Mr J’s property in response... (3 pages)View decision -
Decision Reference DRN0633424
5 Dec 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs J complains about British Gas Insurance Limited’s handling of her insurance claim relating to a fault with her boiler. The circumstances and background to this complaint were set out in my provisional decision in November 2013, as follows:“backgroundMrs J held an insurance policy, un... (5 pages)View decision -
Decision Reference DRN-3732083
3 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3732083 The complaint Mr G complained that British Gas Insurance Limited (“British Gas”) took too long to stop his leak under his Home Emergency policy, resulting in greater damage to his property. What happened Mr G made a claim on his policy at 9:51am after he noticed his bedroom rad... (3 pages)View decision -
Decision Reference DRN-3986919
13 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3986919 The complaint Mrs L has complained about the way that British Gas Insurance Limited (‘British Gas’) handled issues with her boiler under her home care policy. What happened Mrs L complained to British Gas about her boiler which it had installed in 2005. She said there had been ... (4 pages)View decision -
Decision Reference DRN-5697720
30 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5697720 The complaint Mr P has complained about the service he received from British Gas Insurance Limited when he made a claim under a HomeCare insurance policy. What happened Mr P took out a home emergency policy underwritten by British Gas for a rental property he owns. The prod... (2 pages)View decision -
Decision Reference DRN-3340209
28 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3340209 The complaint Mr P complains about the service he received from British Gas Insurance Limited (British Gas) under his HomeCare policy. What happened Mr P says he has held a HomeCare policy with British Gas since 2013, which included the benefit of an annual service. Unfortunate... (3 pages)View decision -
Decision Reference DRN-3850552
12 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3850552 The complaint Mr W complains about British Gas Insurance Limited (“British Gas”) for the way it dealt with repairs to his boiler. He wants British Gas to reimburse him for part of the costs of his replacement boiler. What happened Mr W had a type of boiler which stopped being p... (3 pages)View decision -
Decision Reference DRN-2178022
7 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2178022 The complaint Mr D is unhappy with the service provided by British Gas Insurance Limited under his home emergency policy. What happened Mr D booked his annual boiler service under his HomeCare policy. However, British Gas then changed the appointment the day before it was due t... (3 pages)View decision -
Decision Reference DRN-4073681
26 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4073681 The complaint Mrs W has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home insurance policy. References to British Gas include companies acting on its behalf. What happened Mrs W contacted British Gas to send an engineer to deal w... (3 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