Legal

Complaints Procedure

Last updated: July 2026

Our commitment

We aim to get every job right. If something's fallen short — whether that's the standard of work, communication, or anything else — we want to know, and we want the chance to put it right.

How to raise a complaint

Contact us directly with as much detail as you can:

Please include your name, address, job reference or invoice number if you have one, and a description of the issue.

What happens next

  • We'll acknowledge your complaint within 3 working days.
  • We'll investigate, which may include arranging a visit to look at the work in question.
  • We aim to give you a full response within 14 days. If it takes longer — for example, if parts or a further inspection are needed — we'll keep you updated on timing.

If we can't resolve it directly

We're not currently a member of a formal alternative dispute resolution (ADR) or ombudsman scheme. If you're not satisfied with our response and want independent advice, the Citizens Advice consumer helpline can guide you on your options, including Trading Standards:

Gas work specifically

For any concerns about gas safety specifically, you can also contact the Gas Safe Register on 0800 408 5500.