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 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 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 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 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 -
Decision Reference DRN-2630558
25 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2630558 The complaint Mrs O complains British Gas Insurance Limited failed to attend her home emergency within a reasonable time and mis-sold her home emergency insurance policy. She’s also unhappy with the service she got when she phoned British Gas for the emergency call-out. What ha... (4 pages)View decision -
Decision Reference DRN3218386
3 Apr 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include other companies and individuals insofar as I hold that... (3 pages)View decision -
Decision Reference DRN2826566
7 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)ComplaintMr R complains British Gas Insurance Limited caused his boiler to fail. He says this meant he had to replace it, and he’d like it to reimburse him for this.BackgroundIn September 2018, British Gas carried out an annual service on Mr R’s boiler as part of the boiler insurance he ha... (3 pages)View decision -
Decision Reference DRN9663159
15 Nov 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 owned a property with an old central heating boiler. Through a letting agent, he let the property to tenants. He had a British Gas insurance... (4 pages)View decision -
Decision Reference DRN-3185794
30 Dec 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3185794 The complaint Mr A has complained that British Gas Insurance Limited didn’t properly service his boiler annually under the terms of the Homecare policy he held with it. What happened Mr A bought a homecare policy with British Gas and as part of the cover it provided Mr A with a... (2 pages)View decision
