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 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 DRN0360815
2 Dec 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Complaint Mrs N (with representation from her husband, Mr N) complains that British Gas Insurance Limited didn’t adequately check their boiler during an annual service, and that it dealt with their central heating claim unfairly. Background Mrs N have central heating cover (including an an... (4 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 DRN7521398
22 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint relates to a claim made under Mrs T’s Home Care policy with British Gas Insurance Limited. Following the claim in early 2018 Mr and Mrs T were left with a hole in the bathroom wall, no water supply to the bath and were unable to use the shower.backgroundMr and Mrs T made a c... (7 pages)View decision -
Decision Reference DRN0042506
18 Aug 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G is unhappy that British Gas Insurance Limited refused a claim under her Home Emergency policy. She complains of delay and poor communication and says the British Gas engineer misdiagnosed the problem.backgroundI attach a copy of the provisional decision I sent to the parties on 7 Jul... (5 pages)View decision -
Decision Reference DRN5507566
16 Jul 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs and Mr E complain that despite several visits, the fault with their central heating system was not fixed. They say that they were provided with conflicting information and consider that British Gas Insurance Limited had been negligent leaving them without a fun... (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 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
