Complaints procedure

Last updated September 2026

Occasionally something is not right. We would much rather hear about it and fix it than have you tell somebody else instead. This sets out how to raise it and what happens next.

Tell us first

Ring 07534 841885. Tell us the address, roughly when we were there and what is wrong. If something has failed since we left, a photograph helps.

Most things are sorted on that call or on a return visit, and there is no charge for coming back to look at our own work.

What we do

• Within one working day we acknowledge the complaint and tell you who is dealing with it.
• Within five working days we either put it right, or explain what we have found and what we propose to do.
• If it needs longer — because a part has to come, or a manufacturer has to be involved — we tell you that and give you a date rather than leaving you wondering.
• Within 28 days you have our final written response.

If it is a safety concern

Treat it as urgent and say so when you ring. If you can smell gas, ring the National Gas Emergency Service on 0800 111 999 before you ring us. Open the windows, leave the switches alone and turn the supply off at the meter if you can reach it safely.

If our response does not satisfy you

You can report a concern about gas work to the Gas Safe Register, quoting our registration number 919881. They investigate unsafe work and can inspect it independently of us.

For anything about the contract, the price or the standard of work more generally, Citizens Advice can tell you where you stand and can refer the matter to Trading Standards.

We would still rather resolve it directly. Nothing here removes your legal rights or stops you taking the matter further.