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 DRN1745002
24 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains British Gas Insurance Limited have declined a claim on his British Gas Homecare policy.backgroundThe previous owner of Mr S’s property had a British Gas boiler installed in 2009. Mr S moved in during 2012 and registered the boiler to his existing Homecare policy.In March 201... (2 pages)View decision -
Decision Reference DRN5611797
1 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs S called for help with her central heating boiler. She complained that British Gas left her without central heating and hot water.Our investigator ... (2 pages)View decision -
Decision Reference DRN9761562
2 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.background Mrs R had British Gas cover including for her central heating system and for her plumbing and drainage.Where I refer to British Gas I refer to ... (3 pages)View decision -
Decision Reference DRN-2178022
7 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2178022 The complaint Mr D is unhappy with the service provided by British Gas Insurance Limited under his home emergency policy. What happened Mr D booked his annual boiler service under his HomeCare policy. However, British Gas then changed the appointment the day before it was due t... (3 pages)View decision -
Decision Reference DRN2204948
19 May 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms M complains about the work done by British Gas Insurance Limited under her HomeCare insurance.backgroundMs M has a HomeCare policy which includes repair and maintenance cover for her central heating system.In April 2012 British Gas advised that Ms M’s central heating... (5 pages)View decision -
Decision Reference DRN3861704
20 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M complains that British Gas Insurance Limited should replace her carpet under a home emergency insurance policy.backgroundThe Financial Ombudsman Service has power to deal with consumer complaints against insurance companies and other regulated financial firms. We d... (4 pages)View decision -
Decision Reference DRN-4497307
7 Dec 2023 British Gas Insurance Limited UpheldInsuranceDRN-4497307 The complaint Mr U has complained about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited. What happened Mr U held a central heating insurance policy with British Gas. In 2017, British Gas fitted a new water pump as he had rep... (6 pages)View decision -
Decision Reference DRN7278423
22 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms L believes that British Gas Insurance Limited is responsible for damage to her boiler.backgroundMs L held a home emergency insurance policy with British Gas, which provided cover for a property occupied by tenants, from 2005. British Gas inspected the boiler before confirming the cove... (3 pages)View decision -
Decision Reference DRN-1690513
29 Jun 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Mr K complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policy. What happened Where I refer to British Gas I refer to the insurance company of that name and I include other companies and individuals ins... (3 pages)View decision -
Decision Reference DRN-5649718
24 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5649718 The complaint Mr A complains about the response of British Gas Insurance Limited (‘British Gas’) to a claim he made on his ‘Homecare’ boiler insurance policy. Much of Mr A’s unhappiness is with the actions of British Gas’ appointed agents. As British Gas have accepted respon... (3 pages)View decision