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 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 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-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 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-4547206
24 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4547206 The complaint Mr E complains about British Gas Insurance Limited’s (“British Gas”) decision to decline his claim under his home emergency policy. What happened Mr E made a claim after the extractor fan in the bathroom of his property stopped working. British Gas declined the cl... (3 pages)View decision -
Decision Reference DRN5365242
23 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs Z complains that British Gas Insurance Limited (British Gas) required multiple visits to her property to resolve two claims for a water and gas leak.backgroundMrs Z has a HomeCare Four policy with British Gas, which covers her boiler and central heating system, as well as plumbing and ... (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-3616282
27 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3616282 The complaint Ms M complains that British Gas Insurance Limited (British Gas) unfairly declined a claim on her home emergency insurance policy. There are several parties and representatives of British Gas involved throughout the complaint but for the purposes of this complaint ... (3 pages)View decision -
Decision Reference DRN-3336756
25 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3336756 The complaint Mr A has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. Mr A is represented in this case by Mrs A, who I will normally refer to throughout my decision. What happened Mrs A contacted British Gas t... (3 pages)View decision -
Decision Reference DRN-3125120
20 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3125120 The complaint Ms P complains that British Gas Insurance Limited (British Gas) failed to complete the annual service on her boiler. And that it gave poor service when her boiler broke down. There are several parties and representatives of British Gas involved throughout the clai... (3 pages)View decision
