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 DRN5605923
13 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs P complain that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company by that name and I include engineers and others for whose actions I hold it re... (4 pages)View decision -
Decision Reference DRN4918599
19 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains on behalf of the estate of Mrs M that the premiums British Gas Insurance Limited charged Mrs M for her home emergency policy were too high; it failed to tell her that the level of cover had changed and she wasn’t getting the cover she was paying for;... (4 pages)View decision -
Decision Reference DRN4764997
7 Dec 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs P called British Gas for help but she complained about the response.The adjudicator recommended that the complaint should be upheld in part. She ... (2 pages)View decision -
Decision Reference DRN2752119
18 May 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr B complains about the way British Gas Services Limited (British Gas) responded when his central heating boiler broke down and he called on British Gas for assistance under his home emergency policy.backgroundMr B’s central heating boiler was installed a number of years... (2 pages)View decision -
Decision Reference DRN-2495081
19 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2495081 The complaint Ms B is unhappy with the service provided by British Gas Insurance Limited (“British Gas”) under her HomeCare Central Heating Breakdown Cover. What happened Ms B noticed on the morning of 14 October 2019 that there was no hot water or heat at her property. Ms B re... (5 pages)View decision -
Decision Reference DRN-3219779
22 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3219779 The complaint Miss M complains about British Gas Insurance Limited’s handling of a claim under her HomeCare insurance policy. What happened Miss M has a HomeCare policy with British Gas, which covers her boiler, central heating, plumbing and drains. In December 2020, she report... (3 pages)View decision -
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 DRN-3143181
18 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3143181 The complaint Mrs C complains about the cancellation of her HomeCare policy by British Gas Insurance Limited. What happened In January 2021 Mrs C took out a new HomeCare policy with British Gas online. Soon after she made an appointment to have her first service for her boiler.... (3 pages)View decision -
Decision Reference DRN-4546598
12 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4546598 The complaint Mrs D complains about the service she received when she made a claim on her HomeCare insurance policy with British Gas Services Limited (“British Gas”). What happened Mrs D has a HomeCare policy with British Gas which provides cover for boiler, controls, and centr... (3 pages)View decision -
Decision Reference DRN0088914
12 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited does not carry out annual services every 12 months, and is therefore in breach of its agreement with him under a HomeCare insurance policy. backgroundMr A’s policy year ran from 11 September to 10 September each year. For the policy yea... (2 pages)View decision
