Complaints procedure

Last updated September 2026

If something has not gone the way it should, we want to hear about it directly and early. Most things are fixable, and they are fixable faster when we know.

If you think a gas appliance is unsafe

Do not wait for a complaints procedure. If you can smell gas or suspect an immediate danger, ring the National Gas Emergency Service on 0800 111 999, open windows, avoid switches and naked flames, and turn the supply off at the meter if it is safe to reach. Safety first, paperwork afterwards.

How to complain

Telephone us on 07534 841885. Tell us the address the work was carried out at, roughly when, and what the problem is. If you have the invoice number to hand it saves time, but do not delay because you cannot find it.

What happens next

• Within one working day we will acknowledge your complaint and tell you who is handling it.
• Within five working days we will either resolve it or explain what we are doing and how long we expect it to take. Where we need to come and look at the work, we will arrange that at your convenience.
• Within 28 days we will give you our final written response, setting out what we found and what we propose to do.

If the fault is our workmanship and it falls within the guarantee, we put it right at our cost. We will tell you plainly if we think it is not our work, and explain why.

If you are not satisfied with our response

You have options beyond us, and we would rather you knew about them than felt stuck.

Gas safety concerns

The Gas Safe Register investigates concerns about the safety of gas work and about registered businesses. They can arrange an independent inspection of the work. Our registration number is on request, and you can look it up on their register.

Consumer rights

Citizens Advice provides free, impartial guidance on your rights under the Consumer Rights Act 2015, and can refer matters to Trading Standards where appropriate.

Building regulations

Where a complaint concerns whether gas work was properly notified, Bromley Council's Building Control department can confirm what was registered against a property.

Our record

We keep a record of complaints and what we did about them. It is a short document, and we would like to keep it that way — but the way to do that is by fixing things, not by making them hard to report.