COMPLAINTS PROCEDURE

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Last updated: October 2026

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We aim to get every job right first time. If something has gone wrong, we want to know so that we can put it right. This procedure explains how to complain and what will happen next.

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Step 1: Tell us

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Contact us as soon as possible by phone on 07719 664615, by email to essentialconnectionlondon@gmail.com, or in writing to Essential Connection London Limited, Apps Court Farm, Hurst Road, Walton-on-Thames KT12 2EG. Please include your name, the address where the work took place, the date of the work, what went wrong and what you would like us to do. Photos are helpful.

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Step 2: We acknowledge your complaint

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We will acknowledge your complaint within three working days and tell you who is dealing with it.

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Step 3: We investigate

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We may ask to visit to inspect the work. We aim to give you a full written response within 14 days. If we need longer, we will tell you why and when you can expect our response.

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Step 4: Putting it right

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If we are at fault, we will put it right as quickly as possible. Depending on the problem, this may mean returning to repair the work, replacing faulty parts or offering a fair price reduction.

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If you are still not satisfied

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If you are not satisfied with our final response, the director of the company will review your complaint. If we still cannot agree, we will write to you with details of an alternative dispute resolution provider and tell you whether we are willing to use it. You can also get free, impartial advice from the Citizens Advice consumer helpline on 0808 223 1133.

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Gas safety concerns

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If you believe any gas work is unsafe, turn off the gas supply if it is safe to do so and call the National Gas Emergency Service on 0800 111 999. You can also raise concerns about gas work with Gas Safe Register.

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Making a complaint does not affect your legal rights.