Step 1: tell us what happened
Email hello@plumbagent.co.uk with “Complaint” in the subject. Include your PlumbAgent reference, the date, a concise description and the outcome you are seeking. Do not send unnecessary identity or financial documents.
We aim to acknowledge the complaint within two working days and provide a substantive response within ten working days. If more investigation is needed, we will explain why and give an updated timescale.
Step 2: ask for a review
If the first response does not resolve the issue, reply and ask for a review. Someone not responsible for the original response will reconsider the available information where practical.
Complaints about a trader or completed work
Your contract is with the tradesperson. Raise workmanship, price, damage, conduct or contractual issues with that business first and follow any complaints process provided by the platform through which they contacted you.
For independent consumer advice, GOV.UK directs consumers in England and Wales to Citizens Advice, in Scotland to Advice Direct Scotland and in Northern Ireland to Consumerline. Gas-safety concerns can also be raised with the Gas Safe Register.
Privacy complaints
Send privacy concerns to admin@plumbagent.co.uk. You also have the right to complain to the Information Commissioner’s Office.
Sources and further information
External guidance can change. Follow the linked organisation where its advice applies to your situation.