1. How to complain
Call us, send a WhatsApp message, email us or use our contact page. It helps if you include:
- Your name, address and the best number to reach you
- Which job it's about, and the quote or invoice reference if you have it
- What went wrong, with photos or videos if they help
- What you'd like us to do to put it right
2. What happens next
We'll confirm we've received your complaint within 2 working days and tell you who is looking into it.
We may ask for more details or arrange a visit to see the problem. We'll send you a full written reply within 10 working days. If we need longer, for example to get a report from a manufacturer, we'll tell you why and when you'll hear from us.
3. Putting things right
If our work wasn't carried out with reasonable care and skill, or equipment we supplied isn't of satisfactory quality, we'll put it right at no cost to you. Where that isn't possible, or doesn't work, you're entitled to a fair price reduction or refund under the Consumer Rights Act 2015.
If a fault is covered by the manufacturer's warranty, we deal with the manufacturer for you. For the first 2 years after we install a system, we don't charge labour for manufacturer faults.
4. If you're still not happy
If we can't resolve your complaint, we'll write to you with our final position. That letter will give you the name and website of an approved alternative dispute resolution provider and tell you whether we'll use it, as the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 require.
You can also get free, independent advice from the Citizens Advice consumer helpline. For claims under £10,000 in England and Wales, the small claims court is usually the next step, and you can start a claim online at gov.uk.
5. Refrigerant and F-Gas work
Our refrigerant work is carried out by F-Gas certified engineers and logged as the law requires. If your complaint is about how refrigerant was handled, you can also raise it with the F-Gas certification body named on your paperwork.
6. Complaints about your personal information
Our privacy notice explains how to raise a concern about your personal information, and your right to complain to the Information Commissioner's Office.
7. Learning from complaints
We keep a record of every complaint and what we did about it, and we use them to improve how we work. We keep these records for 6 years.