A range of specialist
for every home
We’re committed to providing you with excellent service but we realise that sometimes things go wrong or we may fall short of your expectations. If that happens, then we’re sorry and we’ll do our best to put things right as quickly as we can.
We’re committed to Treating Customers Fairly and will ensure that any complaints are handled in a sympathetic, positive and professional manner and within a reasonable time-frame.
The Your Plumber service is provided under franchise which means your local service provider will be responsible for dealing with your complaint.
You can raise a complaint to us by any of the following means:
We will acknowledge receipt of your complaint within 2 working days while we undertake further investigation. We may need to contact you during this time for further information.
We'll work hard to resolve your complaint within 10 working days. If it takes longer than this we will keep you informed about the progress of your complaint.
If we have been unable to resolve your complaint within 10 working days we will aim to issue a reply within 4 weeks of the date of your complaint. If we are unable to meet this deadline, we will:
By the end of 8 weeks after receiving your complaint we will provide a final response. If we are not in a position to provide a final response, we will provide you with a letter explaining:
If you're not happy with the outcome of your complaint then you have the right to refer your complaint to the relevant Ombudsman Service as set out above.
Ombudsman Services provide free, impartial advice and investigate customer complaints in a fair and unbiased way. You will not be able to refer your complaint to Ombudsman Services until you have followed our process as set out above. Ombudsman Services can recommend various types of redress that you may either accept or reject. The types of redress include an apology or explanation, remedial action or monetary compensation where deemed appropriate.