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 DRN5919848
26 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with consumer complaints about regulated activities and ancillary activities carried out by insurance com... (4 pages)View decision -
Decision Reference DRN5011168
4 May 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr M had British Gas insurance which included an annual service of his central heating boiler. He complained that British Gas delayed the service for we... (2 pages)View decision -
Decision Reference DRN2457777
9 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs J complain British Gas Insurance Limited has caused damage to their property following a power flush clean of their heating system. This was as a result of a previous complaint upheld by the ombudsman service. This decision involves businesses working on behalf of British Gas. F... (8 pages)View decision -
Decision Reference DRN6833321
16 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited causing damage to his carpet during a repair visit. Mr A is unhappy with the offer British Gas has made in respect of the cost of the replacement carpet.backgroundMr A holds a HomeCare policy, underwritten by British Gas Insurance Limi... (2 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-2379751
4 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2379751 The complaint Mr A has complained about British Gas Insurance Limited’s (British Gas) decision to decline a claim he made under his joint homecare insurance policy with Mrs K. Mr A says an outside vent from his boiler was accidentally damaged by the soil vent pipe. What happene... (2 pages)View decision -
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-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-4297909
14 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4297909 The complaint Ms A is unhappy with the service she’s received from British Gas Insurance Limited (British Gas) following a claim she made. Where I’ve referred to British Gas, this also includes any actions carried out by the agent handling the claim on British Gas’ behalf. What... (5 pages)View decision
