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 2181 results
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Decision Reference DRN9991520
4 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs and Mr D complain about the handling by British Gas Insurance Limited of repairs conducted following a claim made under their HomeCare insurance policy.background In May 2012, Mrs and Mr D took out their policy with British Gas.In June 2012, British Gas attended Mrs and Mr D’s pro... (3 pages)View decision -
Decision Reference DRN-3342754
17 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3342754 The complaint Mr F complains about the level of service received from British Gas Insurance Limited (British Gas) when he made two claims on his HomeCare insurance policy. What happened On 28 January 2021 Mr F made a claim on his HomeCare insurance policy that he held with Brit... (4 pages)View decision -
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 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 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 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-2598184
25 Mar 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2598184 The complaint Mr B has complained about the service provided by British Gas Insurance Limited (British Gas) under his home emergency policy. What happened Mr B complained to British Gas about issues with booking an annual service under his HomeCare policy. Mr B wanted the Chie... (3 pages)View decision -
Decision Reference DRN-3642955
24 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3642955 The complaint Mrs M complains that British Gas Insurance Limited mishandled her home emergency insurance policy. Where I refer to British Gas, I refer to the above-named insurance company and I include other companies and individuals insofar as I hold British Gas responsible fo... (2 pages)View decision -
Decision Reference DRN-3846713
22 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3846713 The complaint Miss Z has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy. References to British Gas include companies acting on its behalf. What happened Miss Z contacted British Gas when she found a leak in he... (2 pages)View decision -
Decision Reference DRN-3785046
15 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3785046 The complaint Mrs S and Mr S complain about British Gas Insurance Limited’s (“British Gas”) failure to provide a boiler service under their home emergency insurance, missing an appointment and about parts of their boiler possibly being unavailable should they need to be replace... (2 pages)View decision
