At Purdy’s Plumbing & Heating Ltd, we are committed to providing a professional, reliable and high-quality service. We take pride in our work and aim to ensure every customer is satisfied. However, if something goes wrong or you are unhappy with any part of our service, we want to know so we can investigate the matter properly and put things right where appropriate.

How to make a complaint

You can make a complaint by contacting us using the details below:

Phone: 07963 587141
Email: stuart@purdysplumbing.com
Post: Purdy’s Plumbing & Heating Ltd, 2 Gorse Paddock, York, England, YO31 9EW

To help us deal with your complaint efficiently, please provide as much of the following information as possible:

Your full name
Your contact number and email address
The address where the work was carried out
The date the issue occurred
A clear description of the complaint
Whether the complaint relates to a service, quote, invoice, or another matter
Any photographs, documents, invoices, messages or other evidence that may help us investigate
How we record complaints

All complaints are recorded in our internal complaints log. Each complaint is given a reference number and we record the date and time it was received, who received it, the customer’s details, the nature of the complaint, any action taken, the outcome and the final resolution.

This helps us make sure complaints are handled consistently, fairly and transparently. It also allows us to monitor recurring issues and improve our service.

What happens after a complaint is received

Once we receive your complaint, we will review the details and may contact you for further information. Where needed, we may arrange to inspect the work, review photographs or documents, check previous correspondence, or assess the relevant quote, invoice or service record.

We will acknowledge written complaints within 28 days of receiving them.

We will then investigate the complaint and aim to reach a fair and reasonable outcome. Depending on the circumstances, this may include:

Explaining our position
Providing further information
Returning to inspect the issue
Carrying out remedial work where appropriate
Correcting an invoice or administrative error
Offering another suitable resolution
Resolution and outcome

Once the complaint has been investigated, we will confirm the outcome and any agreed action. We will record the action taken, who dealt with it, the outcome, the resolution date and any relevant comments.

Where appropriate, we may also ask whether you are satisfied with the resolution so we can close the complaint properly and keep an accurate record.

If we cannot resolve the complaint

If we are unable to agree a resolution, we will provide our final response or issue a letter of deadlock where appropriate.

As a Which? Trusted Trader, unresolved complaints may be referred through the Which? Trusted Traders complaints process, including Alternative Dispute Resolution where applicable.

Customers can find more information here:
https://trustedtraders.which.co.uk/articles/how-to-make-a-complaint/

Record keeping

We keep records of complaints, correspondence, actions taken and outcomes in line with the Which? Trusted Traders Code of Conduct. Complaint records are retained for at least two years.

Our commitment

We treat all complaints seriously and will handle them fairly, professionally and respectfully. Our aim is always to resolve concerns promptly, learn from feedback and maintain the high standards expected of a Which? Trusted Trader.