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 2257 results
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Decision Reference DRN-2823014
18 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2823014 The complaint Miss R’s complaint is that British Gas Insurance Limited didn’t repair the damage it caused when it accessed and fixed a leak in her property. What happened Around August 2020, Miss R asked British Gas to fix a leak in her property under her Homecare policy. She s... (4 pages)View decision -
Decision Reference DRN3861704
20 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M complains that British Gas Insurance Limited should replace her carpet under a home emergency insurance policy.backgroundThe Financial Ombudsman Service has power to deal with consumer complaints against insurance companies and other regulated financial firms. We d... (4 pages)View decision -
Decision Reference DRN7259596
21 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited wouldn’t replace boiler parts under his home care policy and that it cancelled an appointment to do a power flush to his central heating system.backgroundMr D says British Gas has twice refused to replace a water pump an... (2 pages)View decision -
Decision Reference DRN5774434
6 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is bringing this complaint on behalf of the estate of his late mother, Mrs S, about a boiler and heating insurance policy provided by British Gas Insurance Limited. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limit... (3 pages)View decision -
Decision Reference DRN-4322254
4 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4322254 The complaint Mr S complains about British Gas Insurance Limited’s (“British Gas”) handling of his claim under his home emergency insurance policy. He also complains about the customer service received. What happened The background to this complaint is well known to the parties... (4 pages)View decision -
Decision Reference DRN-3589388
3 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3589388 The complaint Mrs C complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. Mrs C is represented by Mr C. Where I refer to British Gas, I refer to the above-named insurance company and I include employee... (4 pages)View decision -
Decision Reference DRN-4437290
28 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4437290 The complaint Mr R and Dr W have complained about the service provided by British Gas Insurance Limited in relation to a claim made under their home emergency insurance policy. What happened Dr W held a boiler and central heating insurance policy with British Gas since December... (12 pages)View decision -
Decision Reference DRN3787328
28 Oct 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 had British Gas insurance for (among other things) his central heating boiler. The insurance covered an annual service and repairs – subject... (4 pages)View decision -
Decision Reference DRN-2830864
9 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2830864 The complaint Mrs H complains about delays when she made a claim with British Gas Insurance Limited under an insurance policy covering faults with her boiler. To resolve her complaint, she wants British Gas to reimburse what she’s paid for another contractor to carry out the re... (4 pages)View decision -
Decision Reference DRN-2069844
13 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2069844The complaintMr G complains that British Gas Insurance Limited mishandled his claim on a home emergency insurance policy. What happenedWhere 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