Complaints Procedure

Last updated: 3 August 2026

1. About this procedure

This Complaints Procedure applies to services supplied by Michael Husband trading as Bethy Boilers, including boiler servicing, gas-safety work, repairs, quotations, bookings, customer service and information provided through bethyboilers.co.uk.

It is designed to provide a clear and fair route for raising concerns. Using this procedure does not affect your statutory rights or prevent you from seeking independent advice.

2. What you can complain about

You may complain about matters including:

• the quality, safety or completion of work;
• a service that you believe was not provided with reasonable care and skill;
• a quotation, invoice, payment or unexpected charge;
• an appointment, delay, cancellation or communication issue;
• the conduct of an engineer or anyone acting for Bethy Boilers;
• damage that you believe was caused during our work;
• how we handled your personal information or an accessibility request; or
• any other aspect of our website or service that caused concern.

3. How to make a complaint

You can complain by email, telephone or post:

• Email: info@bethyboilers.co.uk
• Telephone: 07711 126 185
• Post: Bethy Boilers, Treetop House, Beechwood Road, Halifax, West Yorkshire HX2 9BU

You do not have to use a special form. If you complain by telephone, we may confirm the details in writing so that we both have an accurate record.

If you need a reasonable adjustment or another way to make the complaint, tell us what would help. Please see our Accessibility Statement.

4. Information that will help us

Please provide as much of the following as you reasonably can:

• your name, preferred contact details and service address;
• the date of the appointment or work;
• the appliance, quotation, invoice or job reference involved;
• a clear description of what happened and when you first noticed the problem;
• copies of relevant messages, photographs, documents or other evidence;
• details of any immediate safety concern or action already taken; and
• what outcome you would like us to consider.

Please do not send unnecessary sensitive personal information. We will ask if we reasonably need anything else to investigate.

5. How we handle your complaint

Timescales are targets rather than fixed legal deadlines. A complex technical issue, unavailable part, third-party evidence, insurer involvement or the need for an inspection may take longer. If so, we will explain the reason, keep you reasonably informed and aim to provide a final response within 20 working days where practicable.

As Bethy Boilers is a sole-trader business, the complaint will normally be investigated and decided by Michael Husband. We will consider the evidence objectively and explain the reasons for our decision.

6. Inspection and opportunity to put matters right

Where your complaint concerns our work, please give us a reasonable opportunity to inspect the issue and, where appropriate, put it right. An inspection does not mean that liability has been accepted.

You should take reasonable steps to prevent avoidable damage and should not interfere with, reconnect or use an appliance or installation that has been classified, isolated or disconnected as unsafe.

If you arrange for another contractor to alter or remove the work before we have a reasonable chance to inspect it, this may make the cause and appropriate remedy harder to establish. This does not remove your statutory rights, particularly where urgent action was reasonably necessary for safety or to prevent further damage.

7. Possible outcomes

The appropriate outcome will depend on the facts. It may include:

• an explanation, clarification or apology;
• correcting records or improving our communication or process;
• repeat performance or remedial work within a reasonable time;
• replacement of a faulty part where legally required or covered by warranty;
• a proportionate price reduction, refund or other financial remedy where appropriate;
• referral to an insurer, manufacturer, supplier or another responsible organisation; or
• a reasoned explanation of why the complaint is not upheld.

Under the Consumer Rights Act 2015, services supplied to consumers must be performed with reasonable care and skill. Depending on the circumstances, statutory remedies can include repeat performance or a price reduction. Any goodwill offer is separate from, and does not replace, your statutory rights.

8. If you disagree with our response

If you disagree, reply within 14 days where possible and explain what you believe has not been addressed. Include any new evidence or tell us why you consider the proposed outcome unreasonable. We will reconsider the relevant points and provide a final response.

If we cannot resolve a consumer complaint, our final response will state that we have reached the end of our internal procedure. Where applicable law requires it, we will also give you the name and website address of an appropriate accredited or approved alternative dispute resolution provider and state whether Bethy Boilers is required or willing to participate in that procedure.

Bethy Boilers is not currently stating that it belongs to a particular ADR scheme. You may obtain independent consumer advice from the Citizens Advice consumer service. Court proceedings should normally be considered only after reasonable attempts to resolve the dispute.

9. Gas-safety concerns and emergencies

Do not use this ordinary complaints process for an immediate gas emergency. If you smell gas or suspect carbon monoxide, leave the affected area, avoid flames and electrical switches, and call the National Gas Emergency Service on 0800 111 999. LPG customers should contact their LPG emergency supplier.

You can also report concerns about unsafe or illegal gas work to the Gas Safe Register. Gas Safe Register may investigate gas-safety and registration issues, but it does not replace Bethy Boilers’ responsibility to address an ordinary contractual complaint and may not decide compensation or other civil remedies.

10. Privacy and complaint records

We use personal information supplied during a complaint to investigate, communicate, obtain advice, deal with insurers or relevant third parties, meet safety and legal obligations, and establish or defend legal rights.

We keep complaint records only for as long as reasonably necessary, taking account of the issue, safety requirements, warranties, insurance and applicable limitation periods. More information is available in our Privacy Policy.

If your complaint is specifically about how we use personal information, you also have the right to complain to the Information Commissioner’s Office. We ask that you contact us first where possible so we have an opportunity to resolve the issue.

11. Fair treatment

We will not treat you unfairly because you made a genuine complaint, requested a reasonable adjustment or exercised a statutory right. We expect communication from everyone involved to remain lawful and reasonably respectful.

We may set proportionate communication arrangements where contact is abusive, threatening or unreasonably repetitive, while still considering the substance of a genuine unresolved complaint and making reasonable adjustments where required.

12. Reviewing this procedure

We may update this procedure when our services, complaint arrangements or legal obligations change. The latest version will appear on this page with a revised “last updated” date. Changes will not remove any statutory right or remedy that applies to an existing complaint.