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
-
Decision Reference DRN9334172
17 Dec 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P complains that her boiler stopped working and had to be replaced because British Gas Insurance Limited failed to service it properly.backgroundMrs P has had cover with British Gas Insurance Limited for some years. She called British Gas when flames were seen comi... (2 pages)View decision -
Decision Reference DRN4127234
3 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home care policy.background Mr A made several complaints to British Gas about its poor service under his home care policy. His complaints included that he couldn’t access his on-li... (2 pages)View decision -
Decision Reference DRN9343113
26 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H is unhappy with the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited.backgroundMrs H reported a leak to British Gas. She says that at the time she reported the leak, there was a small crack in the kitchen ceilin... (2 pages)View decision -
Decision Reference DRN-2897815
28 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2897815 The complaint Mrs J complains British Gas Insurance Limited (“British Gas”) failed to carry out her annual boiler service under her HomeCare insurance policy and her boiler broke down as a result. What happened In November 2019, Mrs J’s Homecare insurance policy renewed for 12 ... (2 pages)View decision -
Decision Reference DRN7934287
9 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A has complained that British Gas Insurance Limited caused damage to his home when he made a claim under his home emergency insurance policy.backgroundMr A held a Home Care policy with British Gas, which provided cover for his boiler.In May 2018 Mr A experienced ... (3 pages)View decision -
Decision Reference DRN9881610
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited failed to properly repair a leak under a landlord’s home care policy.backgroundIn May 2015 Mrs C reported a leak at a property she rents out to British Gas. Water was coming through the kitchen ceiling from the bathro... (2 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 DRN1458072
1 Sep 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S’s complaint relates to a kitchen appliance section of his home emergency insurance policy with British Gas Insurance Limited.backgroundMr S’s policy with British Gas covers a property he rents out. In November 2018, while he was away on holiday, the washing machine in the property bro... (3 pages)View decision -
Decision Reference DRN-3669790
31 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3669790 The complaint Mrs B complains about the service she received from British Gas Insurance Limited under her HomeCare policy. She believes it should have diagnosed an issue with her radiator during annual services. Mrs B’s daughter brought this complaint to our service. But for cl... (3 pages)View decision -
Decision Reference DRN-4829753
15 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4829753 The complaint Mr R complains about how British Gas Insurance Limited (British Gas) dealt with a claim under his home emergency policy when he had problems with a leaking cistern. References to British Gas in this decision include their agents who provide services under the ... (4 pages)View decision