Upheld: poor service - failure to repair damage caused by engineer and failure to handle complaint promptly complaint against British Gas Insurance Limited
Financial Ombudsman decision DRN-6316818 of 2026-05-27T00:00:00+00:00. poor service - failure to repair damage caused by engineer and failure to handle complaint promptly complaint against British Gas Insurance Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6316818 |
|---|---|
| Decision date | 2026-05-27T00:00:00+00:00 |
| Firm | British Gas Insurance Limited |
| Product | insurance |
| Claim type | poor service - failure to repair damage caused by engineer and failure to handle complaint promptly |
| Outcome | Upheld |
| Remedy | British Gas must either send a qualified contractor to fix or replace the damaged floorboard, or provide a cash equivalent based on a quote Mr B provides and British Gas verifies. British Gas must also pay Mr B £100 in compensation. |
Summary
Mr B complained to British Gas Insurance Limited after their engineer attended his property to fix a leak but left a cut floorboard and hole in ceiling unrepaired. British Gas initially rejected the complaint, but the FOS investigator found British Gas responsible for the floorboard damage and recommended repair or cash settlement plus £100 compensation. The ombudsman upheld the complaint, accepting Mr B's testimony that the engineer caused the floorboard damage based on photographic evidence showing it was recent, while rejecting the ceiling claim due to pre-existing damage exclusion in the policy. British Gas was ordered to repair or replace the floorboard or provide a cash equivalent, and pay £100 compensation.
The Ombudsman's reasoning
The ombudsman applied regulatory rules requiring insurers to handle claims promptly and fairly without unreasonably turning down claims. For the ceiling damage, the policy specifically excluded pre-existing damage, and evidence showed bulging and staining predated the engineer's visit. For the floorboard, despite the engineer's denial, the ombudsman found Mr B's testimony more credible and accepted that the cut was recent based on photographic evidence. The ombudsman found compensation was due for the worry and inconvenience caused by the unresolved matter.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| British Gas Insurance Limited, all decisions | 1,877 | 41% |
Source
Read the original decision on the Financial Ombudsman Service website