Our complaints procedure

We pride ourselves on offering the very best service that we can to all our customer, please see below our procedure should something not go as expected, we are here to help.
B16.Alternative Dispute Resolution 
Please confirm you are providing details of any Alternative Dispute Resolution (ADR) service that is available to you. If you don’t currently have access to an ADR service, you will gain access to this service as part of your Which? Trusted Traders endorsement. 
Following your endorsement, this wording must be on your website and included in your Terms and Conditions (if you have them). 

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via their website 

Please send written confirmation you have added the above wording to your website and its location to your assigned point of contact. 
Please send a copy of your revised T & C’s (if you have them) with details of your Alternative Dispute Resolution service. 
If you have no website or T & C’s these details must be available on a document you can show your customers, please send your assigned point of contact a copy. 

NOTE: You cannot fully complete this action until after you are endorsed but you can prepare your documents in readiness. 

B17.Construction Phase Plan (CDM Plan 2015) 
Whenever you carry out any construction, alteration, conversion, fitting out, commissioning, renovation, repair, upkeep, redecoration or other maintenance in a customers home, you must prepare a Construction Phase Plan which identifies the Health and Safety requirements for the work you are carrying out at each site. Failure to prepare a Construction Phase Plan could invalidate your insurance in  the event of a claim. You may wish to use the following phone app. to record the Construction Phase plans or alternatively please refer to the attached guidance documents TTG1 and TG10 and-other- topics/health-safety/construction-design-and- management-regulations/cdm- wizardapp/.  Please send written confirmation to your assigned point of contact that you have set up a Construction Phase Plan

We always endeavor to provide the best possible service and products for our customers. However on rare occasions, we recognise that there they may be times where our customers are not completely satisfied.

To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.
Either call us on 0800 772 0850, or write to us at 8 The Plain, Thornbury, Bristol, BS35 2AG, or e-mail us at
We aim to respond within 5 working days of receiving your complaint and where possible, will provide you a date to remedy any issue raised.
Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use DRO (Dispute Resolution Ombudsman) for any dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0333 241 3209
For a free no obligation quotation  
call us on 0800 772 0850
Or for a breakdown call on Heating Engineers: 
Steve 07763 5119666 
(or) Craig 07809 874689

We would really appreciate feedback on our work, please email us

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