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 2255 results
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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 DRN6361300
17 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W’s complaint is about the handling of a claim made under his central heating insurance policy with British Gas Insurance Limited.background I issued a provisional decision on this matter in February 2019 part of which is copied below: Mr W made a claim under his p... (5 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-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 DRN4041907
9 Nov 2015 British Gas New Heating Limited UpheldBanking and creditMrs F complains about a credit agreement set up through British Gas New Heating Limited (“British Gas”) when she was having a new boiler installed. She also complains about British Gas’s customer service. Mrs F is represented in her complaint by her husband, Mr F.backg... (3 pages)View decision -
Decision Reference DRN0191383
31 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that British Gas Insurance Limited (“British Gas”) is applying a cap on whatit will pay out under his home emergency policy.background Mr M has a HomeCare policy with British Gas which includes cover for the boiler and centralheating at his tenante... (4 pages)View decision -
Decision Reference DRN-2265731
29 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2265731 The complaint Mr H complains about the response he received when trying to make a claim on a policy he held with British Gas Insurance Limited (“British Gas”). What happened Mr H held a home emergency policy with British Gas. On 23 December 2019 he called to report that his boi... (2 pages)View decision -
Decision Reference DRN0348525
3 Sep 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B’s complaint is about the handling of claims and the service provided by British GasInsurance Limited in relation to a central heating insurance policy.backgroundI issued a provisional decision on this matter in June 2020, part of which is copied below:“Mr B has held a central heating ... (11 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