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 DRN-3668914
17 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3668914 The complaint Mr R complains about the level of service received from British Gas Insurance Limited under his homecare insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my decision I’ll mainly focus on giving t... (3 pages)View decision -
Decision Reference DRN3778821
3 Sep 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr H had a British Gas HomeCare policy. The policy covered his central heating and an annual boiler service. It also covered home electrics. Ther... (5 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 DRN8335397
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint against British Gas Insurance Limited is about the service he received after his boiler broke down. Mr A is represented by his son.backgroundMr A had a HomeCare policy with British Gas, which provided cover for his boiler and central heating system. Mr... (4 pages)View decision -
Decision Reference DRN-3327239
21 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3327239 The complaint Mr W complains about British Gas Insurance Limited (British Gas) under his home emergency policy. His complaint is that British Gas failed to diagnose the cause of a water leak at his property, causing damage. Also, that they caused additional damage when trying t... (3 pages)View decision -
Decision Reference DRN-2929795
16 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2929795 The complaint Mr S – on behalf of his mother, Mrs G – complains that British Gas Insurance Limited acted unfairly by automatically renewing Mrs G’s home emergency policy without her agreement, increasing the premium at each renewal. What happened Mrs G had a HomeCare home emerg... (6 pages)View decision -
Decision Reference DRN-2496217
18 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2496217 The complaint Mrs A is unhappy that British Gas Insurance Limited (British Gas) didn’t carry out an annual service on her boiler each year under her home emergency policy. What happened Mrs A took out a HomeCare policy with British Gas. This included an annual service for her b... (3 pages)View decision -
Decision Reference DRN5462710
30 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains British Gas Insurance Limited provided poor service in relation to her HomeCare cover. background Mrs M was unhappy with the quality of a boiler she had installed in 2002 and the issues she later had with it. She claimed on her cover several times ove... (2 pages)View decision -
Decision Reference DRN-2082208
12 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2082208The complaintMr B complains that British Gas Insurance Limited doesn’t cover the cost of a Powerflush as part of his home emergency insurance policy. What happenedIn November 2019, Mr B got in touch with British Gas to make a claim on his home emergency insurance policy because ... (2 pages)View decision -
Decision Reference DRN5406264
2 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L has complained about British Gas Insurance Limited’s handling of a claim under a home emergency insurance policy.backgroundMrs L made a claim under her policy as her kitchen sink was blocked. British Gas sent a contractor to investigate. The contractor apparently ... (2 pages)View decision
