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 DRN-3102648
14 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3102648 The complaint Mr C has complained about the home emergency policy he had with British Gas Insurance Limited (British Gas). What happened Mr C had a policy with British Gas for a gas safety check and certificate (CP12) for a property he owned. He said he spoke to British Gas an... (3 pages)View decision -
Decision Reference DRN8287020
2 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr E complains about the length of time British Gas Insurance Limited took to attend a claim under his Home Care insurance policy.Mr E’s wife has also represented him in this complaint, for ease I have referred to Mr E throughout.backgroundMr E called British Gas to report a leak from the ... (2 pages)View decision -
Decision Reference DRN7683051
29 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about the service he received from British Gas Insurance Limited under his home emergency policy. backgroundMr K has a central heating policy with British Gas which includes an annual boiler service. Mr K previously complained to us that British Ga... (2 pages)View decision -
Decision Reference DRN7951796
13 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs G complain that British Gas Insurance Limited’s delay in finding the cause of a leak, under their home care insurance, caused damage to their property.background On 15 May and 21 June, British Gas’ engineers investigated a leak in a shower room in the refurb... (4 pages)View decision -
Decision Reference DRN2248736
20 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr E believes that British Gas Insurance Limited failed to take reasonable steps to investigate a potential fault when the gas bill in his property dramatically increased.backgroundAn annual service was carried out on Mr E’s boiler under the terms of his policy with British Gas Insuranc... (2 pages)View decision -
Decision Reference DRN1019696
4 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains about the amount of time taken by British Gas Insurance Limited to carry out a repair under her HomeCare insurance policy.Mrs S has a representative assisting her in this complaint.background Mrs S contacted British Gas to inform it of her electrics tripping. She confir... (2 pages)View decision -
Decision Reference DRN3640257
2 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints about regulated activities carried out by regulated financial firms. Where I refer to British Gas, I ... (3 pages)View decision -
Decision Reference DRN-2265731
29 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2265731 The complaint Mr H complains about the response he received when trying to make a claim on a policy he held with British Gas Insurance Limited (“British Gas”). What happened Mr H held a home emergency policy with British Gas. On 23 December 2019 he called to report that his boi... (2 pages)View decision -
Decision Reference DRN-4315396
28 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4315396 The complaint Miss S has complained about the service received from British Gas Insurance Limited (‘British Gas’) and damage caused under her home care policy. For the avoidance of doubt, the term ‘British Gas’ includes its agents, representatives and contractors in this decisi... (5 pages)View decision -
Decision Reference DRN-2039320
30 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-2039320 The complaintMr W complains that British Gas Insurance Limited mishandled his home emergencyinsurance policy.What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I includeother companies and individuals insofar as I hold that insurance c... (4 pages)View decision
