Complaints Policy

June 2026

We aim to provide a high standard of service on every job. When something does not meet your expectations, we want to hear about it so we can put it right. This Complaints Policy explains how to raise a concern, what we will do, and how to escalate if you are not satisfied with our response. It includes a separate section on complaints relating to your personal data.

About Best Choice Plumbing

Best Choice Plumbing Limited (“we”, “us”, or “our”), a company registered in England and Wales under company number 16676940.

Registered office:  8 Station Road, Llanelli, Carmarthenshire, Wales, SA15 1AL

Trading area:  Swansea and surrounding towns (engineers operating from Dunvant, Swansea)

Telephone:  01792 677 451

General email:  info@bestchoiceplumbing.co.uk

Website:  https://bestchoiceplumbing.co.uk

1. Scope of this Policy

This Policy applies to complaints about:

(a) the quality, timeliness, or conduct of any work we have carried out;

(b) the operation of our Boiler Care Plan, including service visits, callouts, billing, and the referral scheme;

(c) the way we have communicated with you;

(d) how we have handled your personal data (see Section 6 for the specific complaints process for these).

It does not apply to general feedback or compliments, which we welcome but do not process under this Policy. You can share feedback at any time by emailing info@bestchoiceplumbing.co.uk.

2. How to raise a complaint

You can raise a complaint with us in any of the following ways:

By email:  dan@bestchoiceplumbing.co.uk

By telephone:  01792 677 451

By post:  Best Choice Plumbing Limited, 8 Station Road, Llanelli, Carmarthenshire, Wales, SA15 1AL

To help us investigate quickly, please include:

(a) your name, postal address, and a daytime telephone number;

(b) the address of the property at which the work was carried out (if different);

(c) the date or approximate date of the work, visit, or other event you are complaining about;

(d) any reference number on an invoice, job sheet, or email we have sent you;

(e) a description of what happened and what outcome you are hoping for.

If your complaint relates to a situation that you believe is unsafe or an active emergency at the property (for example, a gas leak, water leak causing damage, or no heating in cold weather for a vulnerable household), please telephone us first so we can respond promptly.

3. Acknowledging your complaint

We will acknowledge your complaint within five working days of receiving it. The acknowledgment will:

(a) confirm the date we received the complaint;

(b) give a single point of contact for your case;

(c) confirm the date by which we expect to provide a full response;

(d) ask any clarifying questions if we need more information.

4. Investigating and responding

We will provide a full written response within 30 days of acknowledging the complaint. In straightforward cases we will respond sooner. Where a complaint is complex and we need longer, we will tell you why and give you a revised date.

Our response will:

(a) set out our understanding of the complaint;

(b) summarise the facts as we have found them, drawing on our job records, photographs (where available), the recollections of any engineer involved, and any documents you have provided;

(c) say whether we uphold the complaint in whole, in part, or not at all;

(d) where we uphold the complaint, set out what we propose to do to put things right (for example, returning to complete remedial work at no charge, offering a refund or credit, or adjusting your Boiler Care Plan);

(e) where we do not uphold the complaint, explain why.

We will also say what you can do if you are not satisfied with our response (see Section 5).

5. Escalation

5.1 Internal review

If you are not satisfied with our response, you may request an internal review by writing to Dan Macmillan at dan@bestchoiceplumbing.co.uk within 28 days of the date of our response. We will review the case ourselves and provide a final written response within a further 30 days.

5.2 Independent escalation routes

If you remain dissatisfied after our internal review, you may have the right to refer the matter to an independent body. The route depends on the nature of the complaint:

(a) For complaints about the quality of gas work or our compliance with the Gas Safety (Installation and Use) Regulations 1998, you can contact the Gas Safe Register at https://www.gassaferegister.co.uk or 0800 408 5500.

(b) For complaints about consumer rights or unfair trading practices, you can contact Citizens Advice consumer service at https://www.citizensadvice.org.uk or 0808 223 1133. Citizens Advice can pass your case to Trading Standards where appropriate.

(c) For complaints about the way we have handled your personal data, see Section 6 below.

6. Complaints about how we handle your personal data

If your complaint relates to the way we have collected, used, stored, or shared your personal data, the process is the same as in Sections 2 to 5 above, with two additions:

(a) Please mark your complaint clearly so we know to treat it as a data protection matter. This helps us route it to the right person and respond within the timescales required by the UK GDPR.

(b) If you remain dissatisfied after our final response, you have the right to refer the complaint to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator. You can complain to the ICO without first complaining to us, but we would appreciate the opportunity to put things right ourselves first.

Information Commissioner’s Office (ICO):

Website:  https://ico.org.uk

Telephone:  0303 123 1113

Post:  Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

More information about how we handle your personal data is in our Privacy Notice.

7. Vexatious or abusive contact

We treat every complaint seriously. We also have a duty of care to our staff and engineers. Where contact becomes abusive, threatening, or unreasonably persistent, we reserve the right to restrict communication channels (for example, requiring all further contact to be in writing), and in extreme cases to decline further engagement. In such cases we will set out the reasons in writing and the route for any final escalation.

8. Record keeping

We keep a record of every complaint, our response, and the outcome. Records are kept for six years from the date of the final response, in line with HMRC requirements and the limitation period for any related legal claim, and are reviewed periodically to identify lessons we can apply to improve our service.

9. Updates to this Policy

We may update this Complaints Policy from time to time, including to reflect new accreditations or ADR scheme memberships. The most current version is always available on our website.