Not upheld: misdiagnosis and claims handling failure complaint against British Gas Insurance Limited

Decision detail

Summary

Mr D complained that British Gas Insurance incorrectly diagnosed his boiler fault as a faulty control board, leading him to purchase a new boiler for £4,971, when the actual issue was a blocked gas supply that British Gas failed to test for. British Gas paid 70% contribution towards the boiler and £500 compensation, but Mr D sought full reimbursement. The ombudsman found the 70% contribution and £500 compensation fair and reasonable, noting the old boiler was nearly 30 years old with obsolete parts and known service limitations, and that Mr D now has a new energy-efficient boiler despite the inconvenience and stress caused by British Gas's service failures.

The Ombudsman's reasoning

The ombudsman balanced the fact that Mr D was given incorrect advice and changed his boiler sooner than necessary against the reality that the boiler was at the end of its serviceable life with known limitations and obsolete parts. While acknowledging British Gas's service failures caused prolonged inconvenience, disruption, stress, and periods without heating during winter, the ombudsman found the 70% contribution and £500 compensation reasonable given that Mr D now has a new, energy-efficient boiler with full manufacturer support.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website