Complaints Policy

Find out more about our policy in the unlikely event that something goes wrong

Your views are important to us. If we fail to meet the high standards you expect or make a mistake, we want to know.

We will investigate your complaint and aim to resolve the issue as quickly as possible. We also use feedback to help us improve our service.

How we Handle Complaints

Step 1: Getting in Touch

If you wish to make a complaint, please contact us with the following details:

  • Your full name, address, and telephone number
  • Any reference number or previous correspondence you’ve had with us
  • A clear description of the issue or concern.

You can reach us using the following details:

  • Post: Home Smart Services Ltd t/a Smart Plumbing, Unit 1 Franklyn Court, Greave House Terrace, Lepton, Huddersfield, West Yorkshire, HD8 0GB
  • Telephone: 01484 940930
  • Email: info@smart-plumb.co.uk

If you require us to communicate with you in a different format (such as large print, braille, or by phone), please let us know and we’ll do our best to accommodate you.

 

Step 2: Acknowledgement and Resolution

We aim to resolve complaints as quickly as possible.

We aim to resolve your complaint straightaway and confirm in writing, but if we can’t then we will contact you in writing within three business days to tell you:

  • Why we have not resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again.

We will keep you informed on a regular basis but if you need an update please contact us and ask to speak to the person handling your complaint.

If we can’t agree a solution with you within eight weeks of receiving your complaint, we will send in writing our reasons for the delay and an indication of when we expect to provide a final decision; or we will issue our final decision in writing which will explain our final position.

 

Step 3: Only for Complaints Relating to Products Purchased via Finance, if you Remain Dissatisfied

On the rare occasion that we do receive a complaint, we take it very seriously.

If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can’t reach an agreement:

If you are not satisfied with the lender’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service.

You must contact them within six months of the date of the lender’s final response letter to you. 

They can be contacted in the following ways:

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

Contact us:

Call 01484 940930
Online Quote
Call 01484 940930

Why Choose Us?

99% Customer Satisfaction

You can rest assured that you are making the right choice when choosing our company to install your new boiler because we are one of only a few companies in the region that have an independently verified customer satisfaction score in excess of 99%.

Lowest Prices in the UK

We buy and install more boilers than any other independent heating company in the region. This has enabled us to negotiate exclusively low prices with the manufacturers, which we share with all our customers.

Google Reviews

Rated 4.9 out of 5 stars

Josh Wrigley
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Brilliant initial installation, very professional & offers peace of mind with 10 Year warranty. Just had my 1st year annual service, received an email reminder on the Wednesday, booked in for the following Tuesday (as requested by myself) & service documentation provided via email whilst technician was on site. Couldn’t recommend Ian & the team highly enough. Great work Smart Plumbing.
Claire Bell
Read More
Ian and Tom did a fantastic job on our full boiler fitting..a full day of hard work along with great customer care and understanding. They both went out of their way to ensure the work was to the highest standard and above and beyond to source any equipment needed. The price I was quoted I paid and at a fantastic rate. Thankyou so much to both Ian and Tom. To any new customers ...I highly recommend Smart Plumbing as the team to choose for your next boiler!
Steve Ebbage
Read More
Smart Plumbing have been great to deal with. Having had my boiler installed by them a year ago, it's recently had its first year service done by them also. I've found them to be very reliable, efficient and trustworthy, which I feel are all important qualities these days. I wouldn't hesitate to recommend them. Excellent!
Janet Dawson
Read More
Thank you Ian and Tom at Smart Plumbing. You were hard working and very efficient. Not only did you replace my boiler you had to move it up into my bathroom. I give you 5 stars. You made it look so easy. To all of you reading this post , if you want to be smart Choose Smart Plumbing . Hard working and very efficient and friendly .👍👍👍
Diane Taylor
Read More
We contacted Ian after a tenant reported a non-working boiler late on a Friday. Communication was fantastic, the boiler was replaced on the Sunday and all warranty paperwork emailed to our office the next day! Not used Smart Plumbing before this job but will definitely be adding Ian to our contractors list!

COVID-Secure Contractor

We have carried out a COVID-19 risk assessment to keep our customers and engineers safe. We have comprehensive PPE, cleaning, handwashing and hygiene procedures in place, and will take all reasonable steps to maintain social distancing at all times. 

Price-Match Promise

We guarantee we will not be beaten on price. In the unlikely event that you receive a lower quote from any other Gas Safe registered installer, we will match their quote and provide you with your first year service free of charge.

COVID-Secure Contractor

We have carried out a COVID-19 risk assessment to keep our customers and engineers safe. We have comprehensive PPE, cleaning, handwashing and hygiene procedures in place, and will take all reasonable steps to maintain social distancing at all times. 

Google Reviews

Rated 4.9 out of 5 stars

Josh Wrigley
Read More
Brilliant initial installation, very professional & offers peace of mind with 10 Year warranty. Just had my 1st year annual service, received an email reminder on the Wednesday, booked in for the following Tuesday (as requested by myself) & service documentation provided via email whilst technician was on site. Couldn’t recommend Ian & the team highly enough. Great work Smart Plumbing.
Claire Bell
Read More
Ian and Tom did a fantastic job on our full boiler fitting..a full day of hard work along with great customer care and understanding. They both went out of their way to ensure the work was to the highest standard and above and beyond to source any equipment needed. The price I was quoted I paid and at a fantastic rate. Thankyou so much to both Ian and Tom. To any new customers ...I highly recommend Smart Plumbing as the team to choose for your next boiler!
Steve Ebbage
Read More
Smart Plumbing have been great to deal with. Having had my boiler installed by them a year ago, it's recently had its first year service done by them also. I've found them to be very reliable, efficient and trustworthy, which I feel are all important qualities these days. I wouldn't hesitate to recommend them. Excellent!
Janet Dawson
Read More
Thank you Ian and Tom at Smart Plumbing. You were hard working and very efficient. Not only did you replace my boiler you had to move it up into my bathroom. I give you 5 stars. You made it look so easy. To all of you reading this post , if you want to be smart Choose Smart Plumbing . Hard working and very efficient and friendly .👍👍👍
Diane Taylor
Read More
We contacted Ian after a tenant reported a non-working boiler late on a Friday. Communication was fantastic, the boiler was replaced on the Sunday and all warranty paperwork emailed to our office the next day! Not used Smart Plumbing before this job but will definitely be adding Ian to our contractors list!

Price-Match Promise

We guarantee we will not be beaten on price. In the unlikely event that you receive a lower quote from any other Gas Safe registered installer, we will match their quote and provide you with your first year service free of charge.

Contact us:

Call 01484 940930
Online Quote
Online Quote