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-3125120
20 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3125120 The complaint Ms P complains that British Gas Insurance Limited (British Gas) failed to complete the annual service on her boiler. And that it gave poor service when her boiler broke down. There are several parties and representatives of British Gas involved throughout the clai... (3 pages)View decision -
Decision Reference DRN-3351183
17 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3351183 The complaint Ms R has complained about the quality of work and level of service she received from British Gas Insurance Limited (‘British Gas’) under her HomeCare and emergency policy. What happened Ms R had a HomeCare policy with British Gas. This policy included cover in the... (4 pages)View decision -
Decision Reference DRN-3778038
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3778038 The complaint Mrs M is unhappy with the service she has received from British Gas Insurance Limited (British Gas) under her HomeCare and appliance repair cover. What happened In November 2018 Mrs M reported a fault to her fridge. A British Gas engineer attended but couldn’t fin... (4 pages)View decision -
Decision Reference DRN-5839937
26 Nov 2025 British Gas Insurance Limited UpheldInsuranceDRN-5839937 The complaint Mr B is unhappy with how British Gas Insurance Limited (British Gas) handled a claim made under his HomeCare Four insurance policy. Any references to British Gas include its agents. What happened As both sides are aware, one of my Ombudsman colleagues has alr... (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 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-1583983
10 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1583983 The complaintMr P complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policy. What happenedWhere I refer to British Gas I refer to the insurance company of that name and I include engineers and others inso... (2 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 DRN-5100489
18 Dec 2024 British Gas Insurance Limited UpheldInsuranceDRN-5100489 The complaint Mr and Mrs T complain about British Gas Insurance Limited’s handling of their home emergency insurance claim. British Gas is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As British Gas has accepted ... (4 pages)View decision -
Decision Reference DRN-5572270
20 May 2025 British Gas Services Limited UpheldInsuranceDRN-5572270 The complaint Mr T complains that British Gas Services Limited gave him incorrect information about his entitlement to an annual service under his home emergency policy. He’s also unhappy about the customer service he received from British Gas. What happened In July 2023, Mr... (4 pages)View decision