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-2456098
13 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2456098 The complaint Mrs M 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 pluming and drainag... (3 pages)View decision -
Decision Reference DRN-3416937
23 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3416937 The complaint Mr S complains British Gas Insurance Limited unfairly declined a claim he made on his HomeCare policy What happened Mr S had boiler insurance with British Gas. As part of that he received a service. In 2020, when British Gas serviced the boiler, it said it was dan... (2 pages)View decision -
Decision Reference DRN-1952416
9 Jul 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Mrs D is unhappy with how British Gas Insurance Limited (“British Gas”) handled a claim made under her Homecare policy following three water leaks from her bathroom. What happened Mrs D contacted British Gas when she noticed water stains on her kitchen ceiling. Mrs D paid the... (5 pages)View decision -
Decision Reference DRN5714266
30 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain about a claim made for a repair to their oven under their insurance policy with British Gas Insurance Limited (British Gas).backgroundMr and Mrs M hold an insurance policy with British Gas, which includes cover for their kitchen appliances. Mr M co... (2 pages)View decision -
Decision Reference DRN-2630558
25 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2630558 The complaint Mrs O complains British Gas Insurance Limited failed to attend her home emergency within a reasonable time and mis-sold her home emergency insurance policy. She’s also unhappy with the service she got when she phoned British Gas for the emergency call-out. What ha... (4 pages)View decision -
Decision Reference DRN9663159
15 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G owned a property with an old central heating boiler. Through a letting agent, he let the property to tenants. He had a British Gas insurance... (4 pages)View decision -
Decision Reference DRN-3102648
14 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3102648 The complaint Mr C has complained about the home emergency policy he had with British Gas Insurance Limited (British Gas). What happened Mr C had a policy with British Gas for a gas safety check and certificate (CP12) for a property he owned. He said he spoke to British Gas an... (3 pages)View decision -
Decision Reference DRN2248736
20 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr E believes that British Gas Insurance Limited failed to take reasonable steps to investigate a potential fault when the gas bill in his property dramatically increased.backgroundAn annual service was carried out on Mr E’s boiler under the terms of his policy with British Gas Insuranc... (2 pages)View decision -
Decision Reference DRN-4315396
28 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4315396 The complaint Miss S has complained about the service received from British Gas Insurance Limited (‘British Gas’) and damage caused under her home care policy. For the avoidance of doubt, the term ‘British Gas’ includes its agents, representatives and contractors in this decisi... (5 pages)View decision -
Decision Reference DRN3640257
2 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints about regulated activities carried out by regulated financial firms. Where I refer to British Gas, I ... (3 pages)View decision
