Complaints policy

Our commitment

If something hasn't gone the way it should, we want to know. We'll listen, investigate fairly, and where we've got something wrong, we'll put it right.

How to raise a complaint

Please get in touch using whichever is easiest for you:

• Phone: 07885 687 352
• Email: info@meregreengasandplumbing.co.uk
• Post: Mere Green Gas And Plumbing, Mere Green, Sutton Coldfield

Please include your name, the address where the work was carried out, a description of the issue, and what you'd like us to do to resolve it.

How we'll handle it

1. We'll acknowledge your complaint within 3 working days.
2. We'll investigate — this may include talking to the engineer who attended and reviewing the paperwork.
3. We'll aim to give you a full written response within 14 working days. If it's going to take longer, we'll explain why and give you a new timeframe.
4. If we need to revisit the property to put something right, we'll arrange a date that works for you.

Complaints about gas work

If your complaint relates to the safety or quality of gas work, you can also raise it with the Gas Safe Register at gassaferegister.co.uk.

Complaints about finance

If your complaint relates to a finance application or agreement, please contact TradeHelp Ltd (the credit broker) or Novuna Personal Finance (the lender) directly, as they are responsible for the regulated credit activity. Mere Green Gas And Plumbing is an Introducer Appointed Representative of TradeHelp Ltd. If you're not satisfied with the outcome of a finance-related complaint, you may be able to refer it to the Financial Ombudsman Service at financial-ombudsman.org.uk.

Independent escalation

If we can't resolve your complaint between us, you can also seek independent advice via Citizens Advice or, for trading standards matters, your local authority.