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 DRN2843509
18 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited gave him poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company by that name and I include its claims-handlers, engineers and others for whose act... (5 pages)View decision -
Decision Reference DRN4295252
20 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms A and Ms S (‘the policyholders’) complain about how British Gas Insurance Limited treated them when they called to have their central heating repaired. This complaint is brought on their behalf by Miss A, a relative.backgroundThe policyholders have a Homecare Two p... (3 pages)View decision -
Decision Reference DRN0309083
3 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss M is unhappy with the service provided by British Gas Insurance Limited in relation to her home care insurance policy.backgroundMiss M’s partner has been added to the insurance account as a named contact, and has been heavily involved in this matter. But as he i... (5 pages)View decision -
Decision Reference DRN-2480721
7 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2480721 The complaint Mr G has complained about the way British Gas Insurance Limited (British Gas) has maintained his boiler during the time his HomeCare agreement was in place. He’s said that British Gas’ failure to properly care for and maintain the boiler during that period led to ... (3 pages)View decision -
Decision Reference DRN-3588582
3 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3588582 The complaint Mr W complains that British Gas Insurance Limited gave poor service in connection with a home emergency insurance policy. Where I refer to British Gas, I refer to the above-named insurance company and I include employees, contractors and others insofar as I hold B... (4 pages)View decision -
Decision Reference DRN-2454340
24 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2454340 The complaint Mr D’s complaint is about the service provided under his central heating and plumbing policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in November 2020, part of which is copied below: “Mr D has held a policy w... (5 pages)View decision -
Decision Reference DRN-1911496
16 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1911496The complaintMr N complains about how British Gas Insurance Limited handled his claim for a broken boiler. He’s also unhappy with the service he received. What happenedMr N holds a HomeCare policy with British Gas Insurance Limited – hereafter referred to as “British Gas”. On 8 ... (4 pages)View decision -
Decision Reference DRN1301130
10 May 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs W had a home emergency insurance policy with British Gas Services Limited (British Gas) from 2001 until her boiler was replaced in 2015. She complains that: during that time, at each annual service British Gas wrongly classified her boiler flue as “Not to Current ... (3 pages)View decision -
Decision Reference DRN-3722706
11 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3722706 The complaint Mr M complained that British Gas Insurance Limited (“British Gas”) provided an unreasonably poor level of customer service under his home emergency policy. What happened Mr M had his gas switched off at the mains due to concerns with the levels of carbon monoxide ... (3 pages)View decision -
Decision Reference DRN7608463
16 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited gave her poor service in connection with a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with consumer complaints about insurance companies and other regulated financial firms. Mrs C had t... (2 pages)View decision