1) Any amendments to the original order will need to be made in writing, and the quotation can be adjusted accordingly.
2) All quotations are provided free of charge and with no obligation to proceed. All quotations will be based on the information made available at the time and could be subject to change under certain circumstances.
3) Fault finding / investigations will be charged accordingly, and this price will be
waived if you choose S T Plumbing and Heating Gas Specialists Ltd to complete the necessary repairs as diagnosed.
4) Upon a final heat loss calculation of the installation, the system design can be subject to change to increase the efficiency without alteration to the costing
5) Where the flues pass through an outside wall, we will use all reasonable endeavours to ensure that when filling the hole, this matches the existing wall finish, but exact matching cannot be guaranteed.
6) Carpets/flooring may need to be lifted to install pipework. In such an event, S T Plumbing and Heating Gas Specialists Ltd endeavour to return the carpet/ flooring to as near as original condition as possible. Although it is important to note that we are heating engineers, not carpet fitters, therefore, no liability can be accepted for any damage caused to carpet / flooring, unless caused by our negligence.
7) Whilst working on site we will always endeavour to protect your possessions and property; however, it is the responsibility of the householder / occupier to protect all belongings, in areas work is being carried out. S T Plumbing and Heating cannot accept liability for damage to possessions, unless caused by our negligence.
8) Power flushing to remove debris from a central heating system can, on rare occasions, expose previously undetectable faults, weak points, or breaches. S T Plumbing and Heating Gas Specialists Ltd cannot be held responsible for any such pre-existing conditions which might be revealed, or for any resulting damage which may occur.
9) Installing a new boiler will not affect individual radiators or cause them to cease working. If there are pre existing faults with the radiators on the system they may need to be replaced; resulting in an additional charge.
10) When installing a new boiler, it may come to light that new pipework may also need to be installed due to a difference in diameter between existing pipework and the new boiler. In such cases an additional charge may be incurred.
11) When converting any pipework from static head pressure to fully pressurised we do need you to be aware that, when we fit the new appliance, the system must be pressurised. If there is any old pipework or radiators in place, the pressurisation can sometimes highlight any issues and/or corroded pipework, radiator or ball valves may leak or become defective. We do not accept responsibility for any problems which arise due to the integrity or suitability of the existing system to which the new boiler is connected. We can replace pipework or radiators if required, but any cost related to this would be chargeable.
12) All gas and water piping will be installed and insulated according to appropriate standards. Pipe work will be concealed, wherever possible; however, this will be at the discretion of S T Plumbing & Heating Gas Specialists Ltd
13) Removal of waste from site is not included, other than ferrous and non-ferrous metals, unless specified within the quotation. Please note: whilst the removal and recycling of all non-ferrous metal is included within the costing of the project, please be aware that manual handling weight limits may result in certain items not been removed from site.
14) All materials and workmanship are guaranteed for 12 months*
# following the completion of all works.
15) The customer will have 31 days from the initial quotation in which to accept.
16) No liability can be accepted for any damage caused by substandard partition walls, that do not have the adequate support for load bearing items.
17) It is the customers / contractor’s responsibility when fitting new fix radiators and or pipework as part of any third party works, to ensure that the plans are available for our engineer before works commence or an agreed location for the radiator and or pipework has been made with the third party, in writing, prior to installation. S T Plumbing & Heating can accept no responsibility for the incorrect position of this, if this information has not been presented at the time of our works and if a secondary visit is required to make alterations, this will be chargeable.
18)
Tap Replacements: S T Plumbing & Heating can accept no liability for any damage incurred to pottery during the removal or replacement of bath and or basin taps, unless caused by our negligence. Although every care will be taken, the existing condition of the bath and or basin cannot be determined i.e. pre-existing hairline cracks, etc; which could lead to damage of the bath and or basin upon removal.
19)
Tap Repairs:
A dripping tap can be caused by a variety of reasons, dependant on the type of tap and its components.Worn out washers, Faulty ‘O-rings, corroded valve seat, ceramic disc damage, worn out cartridge or worn out seals. If one of the following are identified as being faulty by our engineers and there are no manufacturer’s instructions available, we can remove the components to try and match upon request; however, this disturbance could potentially cause the leak to worsen and if unable to find matching spares, could result in the tap itself having to be isolated and or replaced. As such, S T Plumbing & Heating accept no liability in the event of this occurrence.
20)
Unvented cylinder servicing
An unvented cylinder service will include the checking and or testing of the temperature controls, pressure controls and relief valves and built in safety devices, to ensure that they are operating correctly; therefore, failure of any of these associated controls and or valves under test conditions, is not the responsibility of S T Plumbing & Heating and no liability is accepted for any replacement parts that may be required.
21) No final decoration or finished surface of a project shall be carried out unless specifically stated within the quotation.
22)
Whilst investigating and repairing leaks: –
S T Plumbing & Heating will not accept responsibility or liability for damage caused by residual water.It is the responsibility of the customer to protect items of furniture, furnishings, fixtures, fittings, and personal belongings in and around the affected area.
23) All payments must be made within 24hrs of the receipt of invoice, unless paid directly to the attending engineer or office upon job completion
24)
Complaints Policy: –
S T Plumbing & Heating always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.To ensure we can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards we aim to achieve.Please contact S T Plumbing & Heating straight away with any concerns, either by phone 01977 671859, email
enquiry@stpgas.co.uk or write to us at 11 Hill Top, Knottingley, WF11 8EB. If writing, please get proof of postage.
S T Plumbing & Heating Complaint Procedure
On receipt of your complaint S T Plumbing & Heating aims to respond within 5 days.S T Plumbing & Heating will arrange a convenient date to come and view and/or remedy the situation within 28 days.In the unlikely event that S T Plumbing & Heating is unable to resolve your complaint having exhausted the complaints procedure, it may be necessary to use another complaint service. Where S T Plumbing & Heating cannot resolve the complaint to your satisfaction and / or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.S T Plumbing & Heating 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’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670040 who can explain if you are eligible to use their Alternative Dispute Resolution.
If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:
Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
Telephone: 01978 666887
E-mail:
info@tradehelp.co.uk
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can’t reach an agreement:
If you are not satisfied with the lender’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender’s final response letter to you.
They can be contacted in the following ways:
Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone:
0300 123 9 123
E-mail:
complaint.info@financial-ombudsman.org.uk
Further details can be found on the Financial Ombudsman Service website:
www.financial-ombudsman.org.uk
25)
Privacy Policy: –
S T Plumbing & Heating Gas Specialists is committed to protecting and respecting your privacy. This Privacy Policy outlines how we collect, use, and protect any personal data you provide to us in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable data protection legislation.
Who We AreWe are S T Plumbing & Heating Gas Specialists, a provider of plumbing, heating, and gas services in the UK.If you have any questions about how we handle your data, you can contact us at:
Email:
enquiry@stpgas.co.uk
What Data We Collect
We may collect and process the following types of personal data:
•Name and contact details (e.g., address, email, phone number)
•Details related to the services we provide to you
•Payment or invoice information
•Communication records
How We Use Your Data
We only process your personal data when we have a lawful basis to do so, which includes:
•To fulfil our contractual obligations to you
•To respond to enquiries or requests prior to entering a contract
•To comply with legal or regulatory obligationsWhere you have provided consent (e.g., for marketing – see Section 6)
We use your data to:
•Administer your account
•Provide the services or products you’ve requested
•Respond to enquiries or customer support requests
•Maintain service and warranty records
Data Sharing and Third Parties
We do
not sell or share your personal data with third parties for marketing purposes.
We will only share your data with trusted third-party service providers
where necessary to deliver the product or service you have requested (e.g., subcontractors, warranty providers), and only under strict contractual agreements that comply with data protection laws.
Data Retention
We retain personal data for up to
10 years after you cease services with us. This is based on legal, regulatory, or warranty-related obligations
Marketing
We will only send you marketing communications if you have given details for us to contact you; we will market our services and promotions that could benefit you.
You have the right to withdraw your consent at any time by contacting us at: •
enquiry@stpgas.co.uk
Your Rights Under GDPR
Under the GDPR, you have the following rights:
•
Right of access – to request a copy of the personal data we hold about you
•
Right to rectification – to correct any inaccurate or incomplete data
•
Right to erasure – to request deletion of your data (subject to legal retention obligations)
•
Right to restrict processing – to limit how we process your data
•
Right to data portability – to request data transfer to another service provider
•
Right to object – to object to certain types of processing, such as direct marketing
•
Right to withdraw consent – where processing is based on consent
To exercise any of these rights, please contact us at:
enquiry@stpgas.co.uk
Data Security
We implement appropriate
technical and organisational measures to safeguard your personal data and to ensure it is only accessible by authorised personnel.
Data Breaches
In the unlikely event of a data breach that poses a risk to your rights and freedoms, we will notify the Information Commissioner’s Office (ICO) and, where appropriate, notify you in accordance with our legal obligations.
Complaints
If you are unhappy with how we handle your data, you have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO):
Information Commissioner’s OfficeWycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113
www.ico.org.uk
*Any product covered by an extended manufacturer’s warranty will be highlighted at the point of quote / installation and the customer instructed on how to register the product if applicable.
# Any electrical product is covered by a 6 month manufacturer’s warranty. This does not affect your statutory rights to seek redress beyond this period.
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