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-2382252
4 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2382252 The complaint Mr C is unhappy with the delays and the re-scheduled appointments made by British Gas Insurance Limited (British Gas) in relation to a claim he submitted. What happened Mr C had a Homecare agreement with British Gas. In November 2019, the flushing system to the to... (3 pages)View decision -
Decision Reference DRN6098357
4 Dec 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains about the way British Gas Insurance Limited has handled her Homecare 200 insurance policy.backgroundMrs H’s husband was the original policy holder for the Homecare Insurance policy with British Gas. Mr H sadly died over eight years ago and Mrs H transfe... (2 pages)View decision -
Decision Reference DRN-3012256
8 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3012256 The complaint Mrs C complains about the way British Gas Insurance Limited (British Gas) dealt with a claim she made under her home emergency cover. What happened Mrs C had had problems with her boiler – which was about 14 years old. So in January 2021 she bought a home emergenc... (2 pages)View decision -
Decision Reference DRN-5506047
4 Jun 2025 British Gas Services Limited Not upheldInsuranceDRN-5506047 The complaint Mr O complains about the service received from British Gas Services Limited (‘British Gas’) and says they didn’t collect the direct debit for his ‘Multi Premises HomeCare’ policy for several years. What happened Mr O held an insurance policy with British Gas t... (3 pages)View decision -
Decision Reference DRN8042729
12 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A complain that British Gas Insurance Limited assembled their gas fire incorrectly, and that it was therefore unsafe. background Mr and Mrs A hold a Homecare policy, underwritten by British Gas Insurance Limited. A British Gas engineer attended at Mr and Mrs A’s property on... (2 pages)View decision -
Decision Reference DRN1445617
26 Sep 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Services Limited made multiple errors when renewing his insurance policy. He’s not happy with the amount he’s been offered to put matters right, or the response to his complaint.backgroundMr M’s ‘level two’ policy was due for renewal on 23 June 2017. On 2 Ju... (6 pages)View decision -
Decision Reference DRN-3011887
24 Aug 2021 British Gas Services Limited UpheldInsuranceDRN-3011887 The complaint Mrs M complains that British Gas Services Limited mis-sold her an insurance policy for her kitchen appliances. What happened In 2019, Mrs M took out a HomeCare policy online to cover multiple kitchen appliances in her home. She says she was asked to list what app... (4 pages)View decision -
Decision Reference DRN-3818095
7 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3818095 The complaint Mr K has complained that British Gas Insurance Limited’s technicians provided a poor level of service under his Homecare insurance policy, which led to damage to his floor and an injury to his arm. What happened Mr K thought there was a water leak in his kitchen a... (2 pages)View decision -
Decision Reference DRN-1942954
5 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1942954The complaintMiss F is unhappy that British Gas Services Limited failed to remove a radiator from her property when it carried out some work under her home emergency policy. What happenedMiss F contacted British Gas to replace a radiator in her home as part of her HomeCare insur... (2 pages)View decision -
Decision Reference DRN6187685
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains that British Gas Insurance Limited gave her poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints about insurance companies and other regulated financial firms. Where I refer to the insurer or B... (3 pages)View decision
