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-3215317
7 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3215317 The complaint Mrs W complains that British Gas Insurance Limited provided poor service after she made a claim on her HomeCare insurance policy. What happened Mrs W’s policy covers her electrics. She contacted British Gas as there was no electricity to the sockets in her home. ... (3 pages)View decision -
Decision Reference DRN2598751
26 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms M and her daughter complain that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints about insurance companies and other regulated financial firms. We can’t usually deal w... (4 pages)View decision -
Decision Reference DRN-1627562
29 Jun 2020 British Gas Insurance Limited Not upheldInsuranceThe complaint Mr B complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened Where I refer to British Gas I refer to the insurance company of that name and I include its associated plumbing and drainage ... (2 pages)View decision -
Decision Reference DRN9769339
1 Jul 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains that British Gas Insurance Limited caused damage to her shower booster pump when dealing with a claim under her home emergency insurance policy. backgroundIn July 2010, British Gas attended to a claim at Ms B’s property and cleared an airlock, before fitting a new he... (2 pages)View decision -
Decision Reference DRN8632001
2 Feb 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited mishandled her central heating insurance policy.backgroundMrs K had several visits from British Gas. It carried out repairs. Later it recommended a power flush and – when she didn’t get one – it cancelled her policy. Mrs ... (2 pages)View decision -
Decision Reference DRN-1887639
5 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1887639 The complaintMr J complains that British Gas Insurance Limited caused delays in dealing with a claim on his home emergency insurance policy. What happenedMr J made a claim on 27 June 2019 for a fault on his washing machine. It had stopped working and the door was closed with t... (3 pages)View decision -
Decision Reference DRN4020406
21 Aug 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Ms N complains that British Gas Services Limited caused damage to her property.The background to this complaint and my provisional findings were set out in my provisional decision dated July 2015 as follows; “backgroundIn August 2011, a new boiler was installed at M... (3 pages)View decision -
Decision Reference DRN-5346981
24 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5346981 The complaint Mrs D complains about British Gas Insurance Limited’s handling of her Home Emergency Insurance claim. All references to British Gas also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore includ... (4 pages)View decision -
Decision Reference DRN-1891892
30 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-1891892 The complaintMr H is unhappy with British Gas Insurance Limited (British Gas) as it declined to pay for all the repairs he claimed for under his home emergency policy. Reference to British Gas includes agents acting on its behalf.What happenedMr H holds a Home Care policy with... (3 pages)View decision -
Decision Reference DRN6697283
29 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F is unhappy about the charges he was asked to pay by British Gas Insurance Limited under his home emergency policy.backgroundWhen a leak was found Mr F arranged for an engineer to visit. The British Gas engineer found two faulty leaking valves and replaced them. ... (2 pages)View decision