Terms and conditions

Updated October 2024

1 This agreement

These terms explain how we’ll carry out the work we’ve quoted for and the terms of your agreement with us.

2. The work

Providing the services

We’ll carry out the work described in your quote with reasonable skill and care, and in accordance with industry standards and we will ensure that we always have valid liability insurance in place.

Who will do the work

Normally, we’ll send a YourPlumber engineer to carry out the work. In some cases, we may send a suitably qualified and approved contractor to carry out the work on our behalf.

When we will do the work

We’ll start the work on a time and date we agree with you when you accept the quote.

We will carry out the work during our normal working hours (8am to 6pm Monday to Friday), unless we specifically agree otherwise.

Timescales

We’ll give you our best estimate for completing the work and will do our best to keep to that estimate. If something beyond our control means that we will fail to meet the estimated timescales, we will notify you and provide a revised timescale for completing the work.

 

Changes to the work

We will do what we reasonably can to accommodate any changes that you may request to the work that we carry out. You accept that changing the work may affect the timescales for completing the work. If the cost for carrying out the work will change as a result, we will notify you in advance.

 

Permissions and consents

If any consents, licenses or other permissions are needed from any third parties such as landlords, planning authorities, local authorities or similar, it’s your responsibility to obtain permission before we carry out the work. You’ll be responsible for any losses or costs to us if claims are made against us for work carried out without the proper permission.

Working in dangerous conditions

We won’t start work or continue doing any work if we discover what we consider to be a health and safety risk, and we won’t return until the risk is gone.

If we’ve already started work when we discover a health and safety risk, you will have to pay us for the work provided up until that point if you aren’t able to remove the health and safety risk within 5 working days from the date that we discover it.

Parts and materials

If you are supplying materials for us to fit, it is your responsibility to ensure that you order the correct parts and that they are ready for us to fit when we need them. If the parts you supply are either unsuitable or faulty, we will be entitled to charge for our time.

3. What’s not included in your quote

Unrelated or pre-existing faults

Your quote is only for the work we’ve agreed with you. If you have other work you need to be carried out, or faults unrelated to the work we’ve quoted for, we will provide you with a separate quote.

We won’t be responsible for faults which have occurred since we provided you with our quote, or for faults which we couldn’t reasonably have been expected to know about when we gave you the quote.

Loss or damage

We’ll do our best to carry out the work without causing unnecessary damage to your property, but you accept that the work (including removing or dismantling existing fixtures and fittings) may cause damage.

Following our work, you may need to do some decorating. You will be responsible for this (and we will not pay for it) unless we have been negligent. If access has to be made, we will fill any holes, but we will not necessarily replace the original surface or construction.

3. WITHIN 4 WEEKS

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:

  • Tell you the reason for the delay.
  • Inform you when we will be making further contact. This will be within 8 weeks of your initial complaint.

4. WITHIN 8 WEEKS

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:

  • the reason for the continued delay
  • when we anticipate being able to provide a final response
  • your right to refer the matter to either the Financial Ombudsman Service (for complaints relating to financially regulated activities) or Ombudsman Services (for non-financially regulated activities) and enclosing a copy of the relevant Ombudsman Service’s leaflet

5. WHAT HAPPENS IF YOU ARE NOT HAPPY WITH OUR RESPONSE?

  • 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.