Complaints Procedure

Our Complaints Policy:

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details. All complaints must be received in writing. You can send your written complaint by visiting our website or emailing us at We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to The Consumer Ombudsman.

What will happen next?

  • 1. We will send you a letter/email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  • 2. We will then investigate your complaint. This will normally involve passing your complaint to our complaints department who will review your matter and speak to the member of staff who acted for you.
  • 3. Tailored Plumbing and Heating UK Ltd will then call you to discuss and hopefully resolve your complaint. If verbal discussions do not resolve the issue, we will then formally write to you within 14 days of sending you the acknowledgement letter.
  • 4. Our formal resolution letter will confirm what took place and any solutions we have concluded which will illustrate all the circumstances surrounding your complaint.
  • 5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner or someone unconnected with the matter at the company to review your complaint and make suggestions on an appropriate outcome.
  • 6. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  • 7. 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
  • 8. If you are still not satisfied, you can then contact the

    The Consumer Ombudsman
    PO Box 1263
    WA4 9RE

    about your complaint. Normally, you will need to bring a complaint to the Consumer Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact The Consumer Ombudsman on Tel: 0333 300 1620.

  • 9. You can also contact the Gas Safe Register if you have a complaint about one of our Gas Safe registered engineers. You can do this you via their website or by emailing

Thank You




Office 105
1st Floor, 3 Stanton Way
SE26 5FU

0208 676 7878

Company Number: 08280211
VAT Number: 331006560

Request Quote or Call 0208 676 7878