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Complaint Handling Procedure

If You Need To Make A Complaint


The principle assigned to deal with complaints is:


Pipe and Cable LTD

63 Baker Drive,
CB25 0AB

Tel No:
Email Address:
Company Registration No:


Step-by-step Complaints Procedure


If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible. However, sometime we may not get things right the first time. When that happens we want you to tell us what went wrong so we can put matters right.


We want to:


Make it easy for you to tell us what went wrong;

Give your complaint the attention it deserves;

Resolve your complaint fairly without delay; and

Make sure you are satisfied with how your complaint was resolved.


How and where to complain


If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

In person – call into our office at the address shown overleaf. We are open Monday to Friday from 10.00 am – 5.00pm.

In writing – write to us at the address shown and address your letter to The Customer Complaint Manager.

By telephone – call us on 01638 490831 during our office hours and ask for the Customer Services Department.

By email – use the email address shown.


How long will it take?


We aim to resolve your complaint straightaway but if we can’t, then we will write to you within three business days to tell you:

Why we have not resolved your complaint;
Who is dealing with your complaint; and
When we will contact you again.


We will aim to resolve your complaint quickly but it may take longer if it is complex.


We will keep you informed on a regular basis but if you need an update please call us on 01638 490831 and ask to speak to the person handling your complaint.


If we cannot reach agreement with you?


If we can’t agree a solution with you within eight weeks, we will:

Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.


Issue our final decision letter which will explain our final position.


The Financial Ombudsman Service


Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.

Please note: Only complaints relating to the sale of financial services should be referred to FOS.


Financial Ombudsman Service can be contacted in writing:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk


Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk


If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.

Boiler service and maintenance


An annual gas or oil boiler service and inspection is essential to ensure that your boiler is operating safely. We can complete an annual oil or gas boiler service with minimal fuss. Just give us a call to book a time and date.
We also offer the management of annual boiler servicing to our private landlord customers. Whether you have 1 or 100 boilers, let us handle the reminder and booking-in of an annual boiler service. 

Boiler breakdown


Got a boiler emergency or need a plumbing or heating engineer urgently? Please give us a call.


01638 490831


boiler breakdown

Ready to talk to us?


At the planning stage of an upcoming renovation, new-build, or self-build project? Looking for advice on how you can reduce costs by making your home or business more energy efficient? Want to discuss a boiler replacement? Our fully trained engineers can help.


Get in touch today and we will help find the right heating, plumbing, electrical or renewable solution for you.


01638 490831

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