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 DRN5361423
8 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G is unhappy with what British Gas Insurance Limited (British Gas) did when he asked it to carry out repairs to electrical sockets at his property. background Mr G has a British Gas Home Care policy which covers repairs to the electrics in his property. In Novem... (2 pages)View decision -
Decision Reference DRN-4915488
23 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4915488 The complaint Mrs D’s complaint is about British Gas Insurance Limited’s handling of a claim under her home emergency insurance policy. What happened Mrs D holds the home emergency insurance policy for a property she rents out. Mrs D says that she contacted British Gas in m... (5 pages)View decision -
Decision Reference DRN5216699
5 Sep 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M complain that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr and Mrs M have a flat. They had British Gas HomeCare Two cover for its central heating boiler and central heating system including a hot water cylin... (4 pages)View decision -
Decision Reference DRN-2476655
5 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2476655 The complaint Mr H is unhappy that British Gas Insurance Limited (British Gas) have declined his claim for damage caused to his lounge carpet by an engineer. The work was being carried out under Mr H’s home emergency policy. Mr H wants British Gas to pay him the cash equivalent... (3 pages)View decision -
Decision Reference DRN1953923
3 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B are unhappy with the service given by British Gas Insurance Limited (British Gas) when they made a claim under their HomeCare policy. They’re also unhappy with the time taken to reply to their complaint and that they haven’t had a full reply to this.... (3 pages)View decision -
Decision Reference DRN-2093492
15 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2093492The complaintMr H is unhappy with the compensation he was offered by British Gas Insurance Limited when he complained about the service provided as part of his home emergency policy. What happenedMr H had a boiler service carried out by British Gas under his HomeCare policy. Dur... (2 pages)View decision -
Decision Reference DRN-3983591
8 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3983591 The complaint Mrs L complains that British Gas Insurance Limited failed to properly service her boiler which led to it breaking down and having to be replaced. What happened Mrs L took out a British Gas home care insurance policy in November 2014. The policy prov... (3 pages)View decision -
Decision Reference DRN8073588
13 Mar 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W complain that British Gas Insurance Limited mishandled their home care insurance policy.backgroundMr and Mrs W have British Gas cover for their home. He also owns a flat elsewhere which – through a letting agency – he lets to tenants. He complained th... (2 pages)View decision -
Decision Reference DRN7721072
4 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P and his company complain that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints about regulated activities and ancillary activities carried on by regulated financial ... (5 pages)View decision -
Decision Reference DRN7657872
11 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited gave poor service under a home care insurance policy.backgroundMr B’s father had British Gas insurance cover for the gas appliances at his house. After he sadly died, Mr B took over the policy. He complained that Brit... (2 pages)View decision
