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 2257 results
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Decision Reference DRN4699006
9 Nov 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited is responsible for poor service under her home emergency insurance policy. background Mrs T had a British Gas Home Care policy that covered repairs to her boiler, controls and central heating and hot water system. She was paying an annual ... (4 pages)View decision -
Decision Reference DRN2698752
5 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W complains about repairs carried out to her toilet by British Gas Insurance Limited. backgroundIn July 2015, Mrs W made a claim on her insurance policy with British Gas because of a problem with the flush on her toilet.A plumber attended and tried to clear t... (2 pages)View decision -
Decision Reference DRN3093183
8 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G complain British Gas Insurance Limited (“British Gas”) caused them distress and inconvenience through its handling of a claim on their home emergency insurance policy for a leak in their property. They say, if British Gas had repaired the leak properly in the first place, they... (3 pages)View decision -
Decision Reference DRN7777369
7 Apr 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E complains that British Gas Insurance Limited is responsible for poor service under her HomeCare policy.backgroundMrs E held a HomeCare policy that covered repairs and an annual service of her boiler. British Gas provided services and dealt with any claims for the policy. In March 201... (2 pages)View decision -
Decision Reference DRN5180951
11 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W complains, through her husband Mr W, that British Gas Insurance Limited gave poor service under her home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with consumer complaints against insurance companies and other regulated financial f... (5 pages)View decision -
Decision Reference DRN5362558
20 Jan 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S complain that British Gas Insurance Limited gave poor service under a home care insurance policy.backgroundMr and Mrs S called for help when their central heating boiler broke down. They complained that British Gas took too long to replace it.The adjudic... (2 pages)View decision -
Decision Reference DRN-2825442
18 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2825442 The complaint Mr B has complained about how British Gas Insurance Limited (British Gas) dealt with issues with his boiler under his home emergency policy. What happened Mr B had a HomeCare policy with British Gas for a rental property that he owned. Mr B’s tenants told him tha... (5 pages)View decision -
Decision Reference DRN-4578366
24 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4578366 The complaint Mrs G complains that British Gas Insurance Limited (British Gas) cancelled her kitchen appliance insurance cover without her permission and disclosed her personal information to a third-party. What happened Mrs G lives in a property which is provided via her husba... (3 pages)View decision -
Decision Reference DRN5223817
28 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C has complained about the way British Gas Insurance Limited (British Gas) handled a claim on his home emergency insurance policy.backgroundMr C said he has been a British Gas customer for years so when he moved to a new property he decided to take out another ho... (3 pages)View decision -
Decision Reference DRN2284185
18 Jan 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs F complains that British Gas Insurance Limited gave poor service under a home care insurance policy.backgroundBritish Gas replaced Mrs F’s hot water cylinder in early 2012. In late 2015 it leaked and damaged the room below. In early 2016 British Gas again installed... (2 pages)View decision