Not upheld: service quality and claims handling — alleged poor workmanship and unfair claims denial complaint against British Gas Insurance Limited

Decision detail

Summary

Mr M complained about British Gas Insurance Limited's handling of claims under his central heating insurance policy. Between June and August 2025, British Gas made approximately 12 visits to repair his boiler, which was over ten years old. Mr M subsequently replaced the boiler and claimed British Gas's poor workmanship caused this, citing the Consumer Rights Act 2015. He also disputed the Powerflush recommendation and sought reimbursement of boiler replacement costs plus £2,000 compensation. The ombudsman found that British Gas's repair works were reasonable, that further issues were likely due to developing faults in an aging boiler rather than poor workmanship, and that the policy did not require coverage for replacement. The ombudsman upheld only one minor shortcoming (a preventable leak) but found it did not cause the boiler replacement. The complaint was not upheld, and the £300 compensation already paid was deemed fair.

The Ombudsman's reasoning

The ombudsman found that while there were 12 visits over the period, this was not unusual for a boiler over ten years old where repair of one fault can highlight other issues. The ombudsman reviewed evidence of British Gas's work and found it to be reasonable, with further issues likely due to developing faults rather than inappropriate workmanship. Only one instance (a preventable leak in early August 2025) was found to be a shortcoming, but insufficient evidence showed this caused the boiler replacement. The policy did not cover replacement for a boiler over ten years old in the circumstances presented. The Powerflush recommendation was reasonable given the repair works completed. The £300 compensation already paid was considered fair for the distress and inconvenience caused.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website