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 DRN8903082
9 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H is unhappy with how British Gas Insurance Limited dealt with his ‘Homecare’ insurance claim.provisional decision I issued my provisional decision on this case in January 2020, which set out the background to the complaint and what I was minded to decide:“backgroundIn May 2018, Mr H fo... (6 pages)View decision -
Decision Reference DRN6098357
4 Dec 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains about the way British Gas Insurance Limited has handled her Homecare 200 insurance policy.backgroundMrs H’s husband was the original policy holder for the Homecare Insurance policy with British Gas. Mr H sadly died over eight years ago and Mrs H transfe... (2 pages)View decision -
Decision Reference DRN-3818095
7 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3818095 The complaint Mr K has complained that British Gas Insurance Limited’s technicians provided a poor level of service under his Homecare insurance policy, which led to damage to his floor and an injury to his arm. What happened Mr K thought there was a water leak in his kitchen a... (2 pages)View decision -
Decision Reference DRN-2151597
20 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-2151597 The complaint Mr W is complaining about the handling of his home emergency insurance claim by British Gas Services Limited. Any references to British Gas include their agents. What happened In August 2019, Mr W called British Gas to unblock the sewer drain just outside his back... (3 pages)View decision -
Decision Reference DRN6187685
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains that British Gas Insurance Limited gave her poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints about insurance companies and other regulated financial firms. Where I refer to the insurer or B... (3 pages)View decision -
Decision Reference DRN-4921049
2 Sep 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4921049 The complaint Mr E complains that British Gas Insurance Limited failed to repair a leak correctly under his HomeCare Insurance policy, which has caused further damage. What happened The detailed background to this complaint is well known to both parties, so I’ll only summar... (3 pages)View decision -
Decision Reference DRN0960326
15 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs B’s complaint is about several claims they have made on their HomeCare British Gas Services Limited policy.All references to British Gas include its claims handlers.backgroundMr and Mrs B made several claims on their HomeCare policy. British Gas arranged ... (3 pages)View decision -
Decision Reference DRN9222900
27 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited gave him poor service in connection with his home care insurance policy.backgroundMr D lives in an area of hard water. He had a limescale filter attached to his hot water tank. He reported that it was leaking. He com... (2 pages)View decision -
Decision Reference DRN7464039
20 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W through their representative Mr D complain that British Gas Insurance Limited didn’t act fairly or reasonably when dealing with a service under a home emergency policy. They want a refund of all premiums paid with interest and compensation.backgroundMr and Mrs W had a home eme... (5 pages)View decision -
Decision Reference DRN1124896
19 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C have said they’re unhappy with the service provided to them by British Gas Insurance Limited (British Gas) after they needed to make a claim under their home care policy. backgroundMr and Mrs C have explained that in January 2018 they discovered they ha... (3 pages)View decision