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 DRN8420737
28 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited gave him 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... (2 pages)View decision -
Decision Reference DRN5679558
30 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains that British Gas Insurance Limited did not identify issues with her boiler during a regular service. The boiler broke down within 3 months of the inspection leaving Mrs M without heating and hot water over the Christmas period causing considerable up... (2 pages)View decision -
Decision Reference DRN-2977958
30 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-2977958 The complaint Ms C has complained that British Gas Insurance Limited caused damage to her home as a result of work it carried out under her home emergency policy. What happened Ms C contacted British Gas because she found water on the basement floor in her home and that the li... (3 pages)View decision -
Decision Reference DRN-4155035
23 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4155035 The complaint Mr H complains that a British Gas Insurance Limited (British Gas) engineer damaged his boiler beyond repair and caused further damage to a kitchen worktop following a claim he made under his home emergency policy. What happened Mr H says British Gas repaired his b... (3 pages)View decision -
Decision Reference DRN-2023429
25 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2023429The complaintMrs L is complaining about the adequacy of servicing British Gas Insurance Limited (British Gas) provided under her Home Care insurance agreement. She says its failings meant she had to replace a boiler at a cost of over £2,000. What happenedMrs L had a Home Care ag... (2 pages)View decision -
Decision Reference DRN1692543
30 Jul 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)On behalf of Mr Q, his wife Mrs Q complains that British Gas Insurance Limited gave poor service under a home care insurance policy.background Mr and Mrs Q noticed a small damp patch on their ceiling and British Gas sent an engineer to help before they went on holi... (2 pages)View decision -
Decision Reference DRN-4106192
11 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4106192 The complaint Mr M complains British Gas Insurance Limited refused to carry out repairs under his Homecare insurance policy following a leak. What happened The background to the complaint is well known to all parties so I won’t repeat it here. Instead I’ll focus on giving the r... (2 pages)View decision -
Decision Reference DRN-3354318
14 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3354318 The complaint Mr and Mrs S complain British Gas Services Limited treated them unfairly when their boiler stopped working and they needed assistance under their homecare cover policy. What happened On 5 February 2021, Mr and Mrs S contacted British Gas because their boiler show... (2 pages)View decision -
Decision Reference DRN4125645
29 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss A is unhappy that British Gas Insurance Limited cancelled her annual service appointment and the customer service she received after this.backgroundMiss A had a service booked when British Gas called around half an hour before the appointment slot was due to end... (2 pages)View decision -
Decision Reference DRN-3008999
16 Sep 2021 British Gas Services Limited Not upheldInsuranceDRN-3008999 The complaint Mr T is unhappy with the customer service he received from British Gas Services Limited (British Gas) in relation to his HomeCare policy. His annual boiler service was cancelled, and he believes his policy was misrepresented. What happened Mr T had a HomeCare pol... (3 pages)View decision