Complaints Procedure

Last updated 4 July 2026

At MS HEATING AND PLUMBING, we aim to provide a professional, respectful and high-quality service at all times. However, if a customer is unhappy with any part of our service, workmanship, communication, quotation, invoice or attendance, we ask that they follow this Complaints Procedure so that we can investigate the matter fairly, properly and with a clear written record.

MS HEATING AND PLUMBING is the trading name of MS HEATING AND PLUMBING (MIDLANDS) LTD.

Company registration number: 17281448
Website: www.msheatingandplumbing.co.uk
Complaints email: info@msheatingandplumbing.co.uk

Email Your Complaint

For your protection and ours, all formal complaints must be submitted by email so that a clear written record is kept. False, misleading, exaggerated or malicious claims may result in legal action being taken to protect MS HEATING AND PLUMBING.

1. Important Notice

We welcome genuine complaints and will always deal with them fairly and respectfully. However, we will not accept dishonest allegations, false claims, threats, abuse, intimidation or attempts to damage our business unfairly.

2. Our Aim

We take customer concerns seriously and will always aim to deal with complaints fairly, professionally and within a reasonable time.

This procedure is designed to:

give customers a clear way to raise concerns;
create a clear written record for both the customer and the business;
allow us to investigate properly;
protect both the customer and the business;
prevent misunderstandings;
ensure evidence is reviewed fairly;
allow us reasonable opportunity to inspect and put right any agreed issue;
protect MS HEATING AND PLUMBING against false, misleading or unsupported allegations.

3. How to Make a Complaint

All formal complaints must be submitted in writing by email to:

info@msheatingandplumbing.co.uk

We require complaints to be sent by email so that both the customer and MS HEATING AND PLUMBING have a clear written record, including the date sent, the details of the complaint, any attachments, photographs, videos and our replies.

Complaints raised by telephone, WhatsApp, SMS, social media message or verbally may be discussed initially, but they will not be treated as a formal complaint until the complaint has been submitted by email.

This helps avoid misunderstandings and ensures that the complaint can be properly reviewed, recorded and responded to.

4. Information to Include

To help us investigate properly, the complaint email should include:

customer name;
property address where the work was carried out;
contact telephone number;
email address;
invoice number or job reference if available;
date of attendance or work;
clear explanation of the issue;
photographs or videos where relevant;
copies of any relevant messages, documents or invoices;
what outcome the customer is seeking.

If the complaint is unclear, incomplete or unsupported by evidence, we may ask for further information before we are able to investigate fully.

5. Timescale for Complaints

Customers should raise any complaint as soon as possible after becoming aware of the issue.

Where the complaint relates to visible workmanship, alleged damage, missing items, incomplete works or obvious issues, the customer should notify us promptly and preferably within 7 days of completion.

Delays in reporting issues may make it harder to investigate and may affect our ability to confirm the cause.

6. Acknowledgement

We will aim to acknowledge formal email complaints within 3 working days.

If the complaint is urgent, for example involving safety, an active leak, gas safety concern or serious risk of damage, customers should contact us immediately by phone as well as submitting the complaint by email.

Urgent contact does not replace the need for a written email complaint, but it allows us to understand whether immediate action may be required.

7. Investigation

We will review the complaint fairly and may consider:

customer emails and messages;
quotation or estimate;
invoice;
engineer notes;
photographs and videos;
job records;
call-out details;
parts used;
manufacturer guidance;
previous condition of the property;
access limitations;
third-party involvement;
customer-supplied information;
whether the issue relates to our workmanship or an existing defect.

We may need to arrange a site visit to inspect the issue.

The customer must provide reasonable access for us to inspect the work and investigate the complaint. If reasonable access is refused, delayed or restricted, this may affect our ability to investigate or accept the complaint.

8. Opportunity to Put Things Right

If the complaint relates to work carried out by us, the customer must give MS HEATING AND PLUMBING a reasonable opportunity to inspect and, where appropriate, put right any agreed defect.

If we agree that the issue has been caused by our workmanship, we will explain what we propose to do and arrange a reasonable time to carry out remedial work.

If the issue is caused by something outside our responsibility, such as an existing defect, customer misuse, third-party interference, manufacturer fault, poor previous workmanship, lack of maintenance, hidden damage, unrelated system failure or a problem with customer-supplied parts, we may explain this and may charge for further attendance if additional work is requested.

9. Third-Party Contractors

Customers should not instruct another contractor to inspect, alter, repair, remove, replace, dispose of or interfere with our work before giving us reasonable opportunity to inspect the issue.

If a customer uses another contractor before we have had a fair opportunity to inspect or put right any agreed issue, we may not be responsible for:

the third-party contractor’s charges;
any changes made by that contractor;
loss of evidence;
further damage;
incorrect findings;
additional costs;
any claim that can no longer be properly investigated.

This does not affect a customer’s statutory rights, but it allows us a fair opportunity to review the matter properly.

10. Evidence

We may rely on photographs, videos, engineer notes, invoices, emails, messages, reports, job records and other evidence when reviewing complaints.

We may take photographs and videos during the complaint investigation to record the condition of the work, property, parts or system.

Customers must not remove, alter or dispose of relevant parts, fittings, appliances or evidence before we have had the opportunity to inspect them.

If evidence has been removed, altered, destroyed or interfered with before we have had a reasonable opportunity to inspect, this may affect our ability to investigate or accept the complaint.

11. False, Misleading or Exaggerated Claims

We will always deal with genuine complaints respectfully and professionally.

However, MS HEATING AND PLUMBING will not accept false, misleading, exaggerated, abusive, dishonest or malicious claims. If a customer makes a false claim, provides misleading information, deliberately withholds important evidence, makes dishonest allegations, or attempts to damage our business unfairly, we reserve the right to take legal action to protect our business, reputation, staff, engineers and subcontractors.

Where necessary, we may use job records, photographs, videos, communications, invoices and other evidence to defend our position.

If a false or malicious claim is made publicly, including through online reviews, social media, third-party platforms or messages sent to other parties, we reserve the right to:

respond publicly where appropriate;
request evidence;
request removal or correction;
report the matter to the relevant platform;
seek legal advice;
recover reasonable costs where legally permitted;
take appropriate legal action to protect MS HEATING AND PLUMBING.

Nothing in this section prevents a customer from making a genuine complaint, raising a genuine concern or leaving an honest and fair review.

12. Response to Complaint

After reviewing the complaint, we will aim to provide a written response by email within 14 working days.

If the matter is complex, requires a site visit, involves suppliers, manufacturers, insurers, subcontractors or technical investigation, we may need more time. If so, we will update the customer by email.

Our response may include:

whether we accept the complaint fully or partly;
whether we reject the complaint;
our reasons;
any remedial action offered;
any further information required;
any charges that may apply;
any suggested next steps.

13. Parts and Manufacturer Issues

If the complaint relates to a part, appliance, fitting or product supplied by a manufacturer, the manufacturer’s warranty may apply.

We are not responsible for manufacturer defects, discontinued parts, product recalls, customer-supplied parts or supplier delays.

Where appropriate, we may assist with a manufacturer warranty process, but this may be subject to manufacturer terms and availability.

14. Payment Disputes

A complaint does not automatically remove the customer’s responsibility to pay for work carried out.

Customers must not withhold payment without a valid reason agreed in writing by us.

Where there is a genuine dispute, we may agree a reasonable temporary arrangement while the specific disputed issue is investigated.

Undisputed amounts remain payable.

15. Escalation

If the customer remains unhappy after our final response, they may ask us to review the matter again.

Where applicable, customers may also be able to refer the complaint to a relevant trade body, accreditation body, alternative dispute resolution provider or other appropriate organisation.

If the work falls within a scheme such as Which? Trusted Traders or another trade body scheme, the customer may be able to follow that scheme’s complaint or dispute process, subject to that organisation’s rules.

16. Legal Rights

This Complaints Procedure does not affect a customer’s statutory rights.

It is intended to provide a fair, structured and professional way to resolve complaints before matters escalate, while also protecting MS HEATING AND PLUMBING from false, misleading or malicious allegations.

17. Website Footer / Legal Company Details

MS HEATING AND PLUMBING is the trading name of MS HEATING AND PLUMBING (MIDLANDS) LTD. Registered office: Office 1, Izabella House, 24-26 Regent Place, City Centre, Birmingham, B1 3NJ. Registered in England and Wales. Company registration number: 17281448.