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 2178 results
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Decision Reference DRN-5325880
27 Feb 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5325880 The complaint Mrs R complains that British Gas Insurance Limited provided poor service under a Home Care policy for a rental property which has caused her financial loss. What happened Mrs R held a Home Care policy with British Gas which covers boiler servicing and breakdow... (3 pages)View decision -
Decision Reference DRN8267625
4 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited damaged his boiler while trying to repair it under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints against insurance companies and other regulated financial firms.Mr W had ... (4 pages)View decision -
Decision Reference DRN5157946
15 Dec 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr H contacted British Gas in 2014 as his heating boiler was making noises. British Gas attended and told Mr H a magnabooster was needed a... (2 pages)View decision -
Decision Reference DRN5985959
26 Aug 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr V complains that British Gas Insurance Limited mishandled two of his home care insurance policies.backgroundMr V was the landlord of several properties for which he had British Gas policies. He complained about the policies for two properties which I will call num... (2 pages)View decision -
Decision Reference DRN1236330
1 Mar 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs P complains damage was caused to her meter box, by British Gas Service Limited (British Gas). backgroundMrs P’s insurance policy includes cover for annual services to her boiler. On 9 February 2017 a British Gas engineer attended her property and completed an annua... (2 pages)View decision -
Decision Reference DRN9547325
6 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains about the level of service received from British Gas Insurance Limited under his HomeCare insurance policy. Mr R is represented in this complaint by his daughter, Ms R. backgroundMr R took out the policy in 2010 and a first annual service was carried out on 3 September 2... (3 pages)View decision -
Decision Reference DRN0284587
23 Jul 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr I complains that British Gas Services Limited mis-sold him a home care policy. backgroundLike many people Mr I lives in a traditional terraced house with a surface water drain of about 12 metres long. In late 2010, British Gas sold him an insurance policy to cover plu... (2 pages)View decision -
Decision Reference DRN5622772
14 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited gave him poor service under a boiler insurance policy. backgroundBritish Gas did an annual service of Mr T’s boiler in June 2012. About a year later, British Gas said that the exhaust flue was severely corroded. Its engineer said Mr T’s bo... (2 pages)View decision -
Decision Reference DRN2366641
13 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he has received from British Gas Insurance Limited. He considers that British Gas misdiagnosed a fault with his central heating system and would like British Gas to cover the cost of his new boiler. backgroundMr A holds a HomeCare policy, underwritten by ... (4 pages)View decision -
Decision Reference DRN-4248804
8 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4248804 The complaint Mr C has complained British Gas Insurance Limited unfairly declined a claim against his HomeCare insurance policy. What happened The background to the complaint is well known to both Mr C and British Gas so I won’t repeat it here. In this decision I’ll summarise t... (2 pages)View decision
