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 DRN1015699
31 Oct 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs and Mr E complain that British Gas Insurance Limited had not treated them fairly when it capped their boiler off. They are also unhappy that they had to contact British Gas themselves to arrange for the Annual Service Visits. background to complaintIn November 20... (3 pages)View decision -
Decision Reference DRN-3933360
2 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3933360 The complaint Mr H complains that British Gas Insurance Limited hasn’t handled a claim he made under his home emergency policy fairly. What happened At the events of this complaint are well known to both parties, I’ve summarised events. Mr H has a home emergency policy which i... (2 pages)View decision -
Decision Reference DRN-4298799
6 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4298799 The complaint Mr U complains about the way British Gas Insurance Limited handled a claim under his HomeCare insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Mr U made a claim on his HomeCare policy i... (2 pages)View decision -
Decision Reference DRN4905260
18 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F’s complained that British Gas Insurance Limited unfairly refused to pay a claim on hisboiler and central heating insurance policy.backgroundMr F took out a policy with British Gas towards the end of 2017 for a property that he rentsout. In early 2018 British Gas arranged a ‘first serv... (5 pages)View decision -
Decision Reference DRN-3977874
21 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3977874 The complaint Mrs P complains British Gas Insurance Limited (“British Gas”) didn’t handle a claim on her home emergency cover as it should have. What happened The details of this complaint were well known to both parties, so rather than repeat them, I focussed on the reasons fo... (2 pages)View decision -
Decision Reference DRN-3616390
29 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3616390 The complaint Miss P has complained about the way British Gas Insurance Limited handled a claim under her home emergency policy with them, following a leak at her property. What happened Miss P contacted British Gas on 24 December 2021, to let them know she had a leak in her ba... (3 pages)View decision -
Decision Reference DRN6179903
14 Aug 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr R owns a flat in the United Kingdom. He had let the flat to a tenant. Mr R lives in another part of the European Union.He had a home care insurance policy ... (4 pages)View decision -
Decision Reference DRN-3212289
10 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3212289 The complaint Mr M complained about the service provided by British Gas Insurance Limited under his home emergency policy. What happened Mr M had a HomeCare policy with British Gas that covered him for repairs to his boiler in the event of a breakdown. When a British Gas engine... (2 pages)View decision -
Decision Reference DRN3163090
22 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains about the service he’s received from British Gas Insurance Limited under home emergency cover. He says his boiler has broken down numerous times since he took out the cover in 2014; that British Gas Insurance Limited has only provided temporary fixes; and that it has damaged... (3 pages)View decision -
Decision Reference DRN2764724
28 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints against insurance companies and other regulated financial firms. Where I refer to the insurer or Briti... (3 pages)View decision
