Not upheld: Motor insurance, total loss valuation complaint against British Gas Services Limited

Decision detail

Summary

Mr P complained about British Gas Services Limited's negligent boiler service on 31 May 2025, which failed to identify worn seals and resulted in a dangerous carbon monoxide leak discovered on 5 June 2025. The boiler remained unusable for several weeks while repairs were arranged. British Gas apologised and offered £800 compensation plus £120 in waived excess charges, but Mr P sought £1,500 to cover additional costs including childcare, lost earnings, and water damage repairs. The ombudsman upheld British Gas' remedy as fair and reasonable, declining to award additional compensation for the claimed costs and damage, finding the total disruption period was approximately one month and some disruption would have occurred regardless.

The Ombudsman's reasoning

The ombudsman acknowledged British Gas failed Mr P by not properly servicing the boiler and creating a dangerous situation. However, the ombudsman determined that the £800 compensation plus £120 waived excess was fair and reasonable redress for the upset caused. The ombudsman declined to award compensation for childcare costs, lost earnings, or water damage repair, finding that British Gas' failure did not materially cause these costs and that some disruption would have occurred even if the service had been completed properly. The ombudsman noted the total period of upset was approximately one month and that the compensation awarded was within the expected range for such circumstances.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website