Complaint Procedure

At UK Gas Group Ltd registered in England and Wales, registered company number is 13436988, we are committed to providing high-quality boiler installation services. However, if you are unhappy with any aspect of our work, we have a structured complaints process to ensure a fair resolution.

Step 1: Contact Us

If you have a complaint, please reach out to us via:

Please provide:

  • Your full name and contact details
  • A description of the issue
  • Any relevant documents (photos, invoices, etc.)

Step 2: Our Response

  • We will acknowledge your complaint within 5 working days.
  • Our team will investigate and aim to resolve your complaint within 28 working days.
  • If we need more time, we will keep you updated on the progress.

Step 3: Escalation to Which? Trusted Traders

If you are not satisfied with our resolution, you can escalate your complaint to Which? Trusted Traders’ Alternative Dispute Resolution (ADR) service, which is free for customers.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

We are committed to resolving complaints fairly and professionally, in line with the Which? Trusted Traders Code of Conduct.