COMPLAINTS POLICY
The business always endeavours to provide the best service.
However, on rare occasions there may be times where a customer may not be completely satisfied. To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting. Business Complaint Procedure On receipt of your complaint the business aims to respond within 5 days. The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
Notice of the Right to Cancel
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013, you have a right to cancel this contract during a period of 14 calendar days from the day this notice is sent or given to you. During that period if you choose to cancel the contract any money paid by you will be refunded.
However if you have already given written approval for the work to begin before the end of the cancellation period you may be required to pay for goods or services already provided.
If you wish to cancel the contract you must do so in writing and deliver personally or send (which may be by electronic mail or post) this to the person named below. You may use the form below if you want to but you do not have to.
The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication from the day it is sent.
Complete and return this part of the form only if you wish to cancel the contract
Name of customer: Address of customer:
Customer Cancellation Notice
I/We hereby give notice that I/We wish to cancel my/our contract dated: Customer signature:
Date:
This notice should be sent to:
Name
Address
Email address
Contact number
Date
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Work commencing prior to the expiry of the Cancellation Period
If you wish for the work to start during the 14 day cancellation period you need to complete, detach and return this part of the form. Please retain the above in case you wish to subsequently cancel the contract within the 14 days cancellation period.
I/We agree that (Insert name): may commence work on (date)__________________, before my cancellation period has expired.
I understand that if I decide to cancel within fourteen working days, I may be asked to pay for any work that has been done prior to my cancellation.
Name of customer: Address of customer:
Customer signature: Date:
Ashby Plumbing and Heating terms and conditions.
1.Incorporation of Conditions
These terms and conditions shall apply to invoices related to, works carried out by Ashby Pluming and Heating LTD. Unless otherwise agreed in wring by an authorised representative of ours.
2.Charges
We will charge you either:
(a)A fixed price, if and only if, this is agreed in writing and signed by your and us before the work is commenced, or:
(b)by reference to the time spent by the Contractor and the materials used. Time is charged at our stand hourly rates unless there is an emergency call-out or the work is to be carried out in whole or in part outside the normal working hours which are 08:30am to 16:30pm, excluding bank holidays when a higher rate will apply. Charges are calculated from the time the Contractor arrives at your premises until he has completed the work, including time spent cleaning and re-loading tools and in collecting other parts and other materials needed to carry out the work. The minimum unit of time used in calculating charges is one hour and time is rounded up to the next nearest half hour.
3.Call out
There is no separate call-out charge for work carried out, but a charge equivalent to one hour’s time will be made if your request a quotation, estimate or modify your order.
4.Fluctuation in VAT
The charges shall include VAT. If the rate of VAT changes between the date of the contract and the date we provide the services, we will adjust the VAT, unless you have already paid for the services in full before the change in VAT takes effect.
5.Travelling Time
We make no charge for the time or other expenses of the Contractor in travelling to your premises during normal working hours, except where your premises are outside of the normal work area of the Contractor, being further than 20 miles drive away from our Office 5 Deacon Drive, Saltash, Cornwall. Pl12 4SL.
6.Payment
Our terms of payment are: We are able to accept cash, bank transfer, or cheques or payments with a bank card over the phone for the Work and you can make payment to the Contractor who collects on our behalf. We may require advance payment from you either before or during the performance of the Work to cover the cost of the materials if the quotations for the Work exceeds £500, In the event of legal action for breach of contract or late/non payment, you shall be responsible for all costs allowable by the courts if an award is made in our favour, or in favour of the Contractor.
7.Credit Cards
(a)If we agree to accept payment by credit card or debit card by telephone you are deemed to have given full authority to us to collect such sums as are properly due by providing us with the credit card or switch card number.
8.Dishonoured Cheques
You shall pay any costs we incur in respect each and every time that any cheque is dishonoured on presentation for payment.
9.Accounts
If, and only if, we allow you account facilities by notice in writing payment is due within 14 days of issue (30 days for other business, Care homes, letting agencies etc) of the account invoice.
10.Interest
If you do not make any payment due to us by the due date for payment, we may charge you interest to you on the overdue amount at the rate of 4% a year above the base lending rate of The Bank of England from time to time. This interest shall occur on a regular basis from the due date until the actual payment of the overdue amount, whether before o after judgment. You must pay us interest together with the overdue amounts.
11.Collection Fees
If any invoice is unpaid for fourteen days or more, we shall be entitled to employ the service of a Solicitor or Collection Agent and you shall pay or reimburse all such charges and other reasonable costs or expenses incurred by or on behalf of us seeking payment.
12.Hire Charges
The Engineer shall provide small tools normally used in connection with the Work. You may be required to pay an additional sum should we be required to hire/purchase specialist plant, tools and equipment this will be outline in quoted works.
13.Your Responsibilities
You shall be responsible for:
(a)Ensuring that the area to be used by the Engineer to carry out the Work is ready for use and all property is fully protected against damage from incident to the Work including leaks, stains, spillage, or other damage.
(b)Providing access to the Engineer at all times to enable the engineer to carry out the work
(c)Obtaining all necessary consents or casement necessary to carry out the work and reinstating disturbed ground.
(d)Where appropriate making all necessary arrangements for traffic controls and signals required or recommended in connection with the Work
(e)Providing all necessary electrical power and clean a water supply to enable the engineer to carry out the Work.
14.Preliminary Work
The contractor shall at your specific request use reasonable endeavours;
(a)To move any furniture, carpeting or possessions to enable the Work to be carried out; and
(b)to move or disassemble any furniture, floorboards, etc to enable the Work to be carried out an additional charge shall be made for such work.
We cannot be held responsible for and damage caused in carrying out such work, unless due to our negligence.
You shall be responsible for reinstating all such furniture, carpeting and possessions.
15.Water heating
Quotations for water heating installations are based on the assumption that the existing plumbing system is in a satisfactory condition and complies in all respects with the current BS Standards. We cannot be held responsible for any damage caused or extra work required due to faults in the existing plumbing system.
16.Position of Fitting
The position of lighting point, switches etc will be determined before the Work is commenced and we shall reserve the right to make additional charges for any alterations specifically requested by you.
17.Test
All installation work shall be tested during progress and upon completion for insulation resistance, earthing and continuity. Such tests will comply with the current edition of the IEE Regulations for Electrical Equipment of Buildings. Any other tests required by you will be charged for as additional work if we agree to carry out such tests.
18.Liability
(a)The Company and the Contractor will use its reasonable endeavours to carry out the Work with reasonable care and skill.
(b)Nothing in these Terms and Conditions will reduce a consumer's statutory rights including in respect of goods and services and any rights they may have to cancel a contract. For further information about your statutory rights, contact your local authority Trading Standards Department or Citizens Advice Bureau
19.Making Good
We cannot accept liability for the Contractor for any damage to plasterwork, decorations, flooring, or other property of yours resulting form the working properly carried out, unless the damage is due to our negligence. You acknowledge that there are occasions on which we may have to damage flooring in the course of carrying out the Work and the Contractor shall not be obliged to repair the same or permanently re-fix any flooring. If, and only if, we agree to make good any damage cause in the course of properly carrying out the Work, the Contractor shall do so to a standard which will accept redecoration.
20.Removal of Drains Deposits
It is your responsibility to remove from the site and superseded equipment and all deposits extracted from drains, pipes, or sewers. The Contractor will remove all wrappings and superfluous parts from you free of charge on completion of the Work.
21.Frozen Pipes
We cannot be held liable for any loss or damage arising from any fractured or frozen pipes.
22.Inspection of Work
(a)It is your responsibility to inspect the Work as far as is reasonable possible immediately on completion.
(b)Any claim for faulty or poor workmanship must be notified to us as soon as reasonably practicable after the damage/fault is discovered. In order to avoid any confusion or delay, notification should be made to us in writing or confirmed in writing.
23.Customer Call Backs
If we believe problems are not directly related to the work carried out by us, we shall be entitled to charge for any diagnosis and / or rectification.
24.Cancellation
(a)The customer shall be entitled to cancel the Contract by sending written notice to the Company 5 Deacon Drive, Saltash, Cornwall PL12 4SL within 14 days following the making of the Contract.
25.Our Rights
We shall be entitled to:
(a)To refuse or delay carrying out the Works where your credit or conduct is unsatisfactory
(b)To employ the services of a contractor or any other party or parties for the purpose of undertaking the work.
(c)To withdraw or cancel a quotation at any time without liability, provided that you have not entered into a contract with us.
(d)To correct any typographical clerical or other error or omission in the quotation or other literature without any liability.
26. General
(a)If we fail to insist that you perform your obligations under the contract, or if we fail to enforce any right or remedies, we may have under these terms, that does not mean that we have waived our right to enforce such rights and obligations. If we do waive our rights, then such waiver will only be effective if confirmed in writing and it does not mean that we will automatically waive any subsequent default by you.
(b)The company intends to carry out the work upon the written terms set in the quoted works If the customer requires any changes, please make sure you ask for these to be put in writing.
(c)The Law of England shall apply to all contracts entered into the Company.
In these terms the following words shall have the following meanings; -
“Charges” shall mean the fees payable for the Work as set out in clause 2.
“Sub Contractor” shall mean the person or persons instructed by us to attend by us to attend to the Work on your behalf.
“Works” shall mean the job description described in the quotation or order.
“We/us/our” shall mean Ashby Plumbing and Heating Ltd Registered business address held in England and Wales. C/O T C Bromhead. Harscombe House. 1 Darklake View. Estover, Plymouth. Devon. PL6 7TL Registered Number :15640151
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Kind Regards,
Ashby Plumbing and heating Ltd
5 Deacon Drive
Saltash
Plymouth
Devon
PL12 4SL
Tel: 01752 782964
Out of Hours :01752 782964 Line links to a mobile number automatically when office is closed.
info@ashbyplumbingheating.co.uk
