British Gas credit file error blocking mortgage – Ombudsman referral initiated

tiredmamabear

I’d like to share my ongoing experience in case it helps others.

British Gas wrongly registered a default on our energy account in 2022 after creating a duplicate account in error. We raised our second complaint (Ref 29121559) in April 2025, and BG confirmed by phone that their CAIS Team was removing the default.

Six months later, the default remains visible and has caused our mortgage application to be declined. Despite escalation and a new executive complaint (Ref 38678029), British Gas still hasn’t provided the required confirmation letter or proof the entry has been erased.

I’ve now given them until 12 p.m. 16 October 2025, after which I’ll be submitting everything to the Energy Ombudsman for formal review.

If anyone else has successfully resolved similar CAIS/credit-file issues with British Gas, I’d really appreciate hearing how long your correction took and whether the Ombudsman intervention helped.

martinbainbridge1975

If you are being financially penalised as a result it may be worth keeping a record of the amounts, with a view to claiming them back.

This happened to a friend of mine, only difference being it was over a mobile phone as opposed to energy and he claimed a fair bit back