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-2887336
5 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2887336 The complaint Mr and Mrs F’s complaint is about the service provided in relation to a boiler insurance policy with British Gas Insurance Limited. What happened In 2018, Mr and Mrs F says the boiler would repeatedly cut out and they made a number of claims under the policy. They... (3 pages)View decision -
Decision Reference DRN8330918
14 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include engineers and others for whose actions I hold that comp... (3 pages)View decision -
Decision Reference DRN4267481
23 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited gave him poor service under a home care policy.backgroundMr C had a hot water cylinder in his roof space. It failed and caused damage to the bedroom below. He complained that British Gas should have warned him. He also complained that it... (2 pages)View decision -
Decision Reference DRN-1807769
5 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1807769 The complaintMr R complains that British Gas Insurance Limited is responsible for causing damage in connection with a home emergency insurance policy. What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include other companies and ind... (2 pages)View decision -
Decision Reference DRN-5318481
25 Feb 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5318481 The complaint Ms A complained that British Gas Insurance Limited (“British Gas”) unfairly declined her claim to repair her patio lights under her Home Emergency policy. What happened Ms A made a claim when she had a fault with her home electrics. The electrician repaired the... (2 pages)View decision -
Decision Reference DRN1908155
17 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited failed to identify and resolve a leak, whichhe believes has reduced the lifespan of the boiler. Mr D also complains that British Gas havefailed to resolve a leak from his hot water cylinder.backgroundI issued a provis... (6 pages)View decision -
Decision Reference DRN-2077299
13 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-2077299The complaintMrs G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happenedThe Financial Ombudsman Service deals with a consumer complaint against one insurance company or other regulated fin... (3 pages)View decision -
Decision Reference DRN5441695
6 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains about the service provided by British Gas Insurance Limited following claims he made on his home emergency policy.backgroundBetween September and December 2015, Mr G called British Gas out to repair his boiler on six occasions. Each time, an engineer came ... (3 pages)View decision -
Decision Reference DRN-4601902
18 Mar 2024 British Gas Insurance Limited UpheldInsuranceDRN-4601902 The complaint Ms D complains that British Gas Insurance Limited provided a poor standard of service and damaged her property when repairing a gas pipe under her home emergency policy. What happened Ms D held a heating and plumbing and electrics policy with British Gas to cover ... (3 pages)View decision -
Decision Reference DRN2042469
16 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he has received from British Gas Insurance Limited. backgroundMr A contacted British Gas in early February 2012 to report that some of his radiators were not working and the boiler was cutting off. An appointment was arranged for two days later, howeve... (3 pages)View decision