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Complaints Policy

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.

Our Procedure

You can contact us using the details below:

Call us on: 01234 400173

Write to us at: 4 Ramsay Close, Bedford MK41 7NE

Email us on:

We aim to respond within 2 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031.

Terms & Conditions

1.0 In these terms and conditions (which are referred to in this document as “these terms”), the “Customer” means the customer for whom the works are to be carried out by M J Burrells Plumbing and Heating Ltd, the “Company” or, wherever the case may be, a sub-contractor or representative which have agreed to the Subcontract Agreement entered into with the company.

“Contract” means the agreement between the Customer and the company to carry out the works of which these terms form a part and (where these terms are a schedule to a signed agreement between the Customer and the company (“the Agreement”)) the Agreement, “Works” means the works described in the company quote or any other document or email issued by the company, as may be varied by agreement in writing between the parties.

For the purposes of these terms, “in writing” includes by email and any document which is set out in a hand held device and any signature on a hand held screen shall be treated as in writing.

Acceptance Of Works

2.0 The company reserves the right to refuse or decline any work at its own discretion. Where the company agrees to undertake works for the customer, this will be done so by authorised representatives of the company only.

Call Out Fee & Charges

3.0 The company charges a minimum 1 hour call out fee for all appointments, regardless of work carried out. This includes work quoted on an hourly rate, or fixed price work. If for any reason we are unable to carry out works during attendance, the minimum 1 hour call out fee would still be payable for our attendance, plus the cost of any additional labour time over the first hour, and parts/materials if used.

3.1 All charges are subject to VAT at the prevailing rate.

Estimates And Fixed Price Work

4.0 Any quote supplied by the company is subject to withdrawal at any time before receipt of an unqualified acceptance from the customer, and shall be deemed withdrawn unless it has been accepted within 28 days from its date.

4.1 Any estimate provided by the company may be revised in the following circumstances:

4.2a If after the submission of the estimate by the company, the customer instructs the company (whether in written or orally) to provide additional works or services not referenced or detailed within the estimate.

4.2c If following the submission of the estimate by the company, it is discovered further works and services need to be carried out which had not been anticipated.

4.2d If following submission of the estimate or works carried out, it is discovered that there was a manifest error when the estimate was prepared.

4.3 The company reserves the right to make a charge for the collection of materials, parts and equipment from any supplier, except for works where an estimate has been provided beforehand. If the collection of said materials takes part whilst the company is on site, the time taken for this will be treated as part of the works, and charged at the applicable rate. If any materials are ordered for subsequent collection and delivery, a charge may be made by the company of £60 + £12 Vat = £72.00.

4.4 The company will not be under any obligation to provide an estimate to the customer and will only be bound (to estimates) in writing to the customer, which have also been signed by an authorised representative of the company. The company will not be bound to any estimates given orally.

4.5 The customer will reimburse the company for any and all expenses incurred (including labour, materials, and equipment hire) upon acceptance of an estimate which is subsequently cancelled by the customer.

Prices And Payment

Any prices or rates advised are subject to VAT at the prevailing rate.

5.1 All invoices are due for payment immediately upon delivery to the customer.

5.2 Payment for all works is due immediately upon completion.

5.3 For account customers, full payment is due within 14 days of the invoice date.

5.4 Payment for snagging is due immediately, with the balance following completion of snagging or within 14 days, whichever is sooner.

5.5 The third party or agent is responsible for payment if the customer fails to make payment.

5.6 Late payments will incur interest at 3% over the base rate daily until full payment is received.

5.7 No guarantees or certificates will be issued until full payment is received.

Inspection, Delivery And Completion Of Works

7.0 The company will advise the customer of the date and time for works to be carried out and will endeavor to maintain this schedule. However, the company accepts no liability for late or non-attendance.

Limitation Of Liability

9.0 The company’s liability is limited to repair or making good any defect under its guarantee.

9.0b The company is not liable for any damage or defect arising from work not guaranteed or where recommended work has not been carried out.

9.0c The company will not be responsible for damage caused by the customer's own actions or omissions.

9.0d The company will not hold any responsibility for any damage suffered to a part of any property where the damage is in whole or in part a consequence of a defect or weakness in that part of the property.

9.0e The company will not hold responsibility or liability for damage caused whilst investigating and repairing any plumbing, gas or drainage work, including blockages. This includes but not limited to; the removal of bathroom suites, panels or furniture, tiles and tiling, floor coverings (carpet, rugs, laminate, wood, tiles etc), internal and external walls where pipework is/has to be routed and other damages as a result.

9.0f If damage to plaster and brickwork is caused it will be the customer’s responsibility to make good. We cannot accept responsibility for any damage to wallpaper, paintwork, tiles, carpet, furniture etc. Any silicone work does not carry any guarantee.

9.0g It is the responsibility of the customer to protect items of furniture, furnishings, fixtures and fittings. We will make reasonable efforts not to cause damage. It is suggested that the customer remove items that is considered to be a problem. If items remain within the working area, it is the responsibility of the customer to cover such items.


10.0 Subject to paragraph 7.1 and the exclusions listed below, the company undertakes to make good and repair any defect in completed work, which appears within six months of the complete date of the same, to the extent that such defect arises from the breach of the companies obligations under this contract.

All defects must be notified to the company by the customer in writing within this period, and the company and its insurers must be provided the opportunity to inspect the work and any alleged defect.

This inspection shall only apply to work carried out and completed by the company that has been paid in full by the customer.

Following the inspection and it transpires the alleged defect is not the result of any work or service carried out or provided by the company, the company reserves the right to make a charge to the customer for the inspection visit at its standard rate.

The company reserves the right to not carry out any work where the customer cannot provide sufficient evidence that the work was originally carried out by the company, or where full payment has not been received for said work.

Exclusions are:

  • 10.0b Any systems or structures which have not been installed by the company
  • 10.0c Any defects resulting from the misuse, wilful act or faulty workmanship by the customer or any other third party working for or under the direction of the customer.
  • 10.0d Any structural defects, such as but not limited to subsidence and its resultant effect.
  • 10.0e Any damage to drainage systems caused by any outside force or root penetration.

Permits, Licenses, Regulations And Other Consents/Access

11.0 It is the customer’s duty to ensure suitable permission, permits, licenses and all other consents from the owner/landlord/agent/organisation, and/or planning permission if necessary is obtained prior to installation work carried out by the company. The company will not be held responsible for any damage to the property (such as fixings, holes etc.) if this has not been obtained, and in the event of equipment supplied or installed requiring removing or re-positioning, extra charges will be incurred.

The customer shall provide clear access to enable the company to undertake the works, and will make all the necessary arrangements with the proper persons or authorities for any traffic controls and signals required in the connection with carrying out the works.

The customer shall obtain permission for the company to proceed over property belonging to neighbours or third parties if this is necessary. The customer shall indemnify the company in all aspects of claim from neighbouring/third party properties arising out of the presence of the company or its employee’s/representatives.

11.1 The customer will at all times ensure the environment is safe for the company and its employee’s/representatives for the purpose of carrying out the works.

11.2 Where applicable to drainage works and services, the customer shall provide the company, if possible, a plan of the drain layouts. If this is not available, the company reserves the right to make additional charges at the applicable rate if blockages occur in drains not covered or identified by the customer.

11.3 By instructing the company to proceed with any works as agreed, it is thought by the company the customer has sought the necessary permission as set out above. The customer will be liable to the company for all loss and damage whether indirect, direct or consequential which has been suffered by the company as a result of the failure or delay by the customer in performing the obligations as detailed above.

Force Majeure

12.0 The company will use all reasonable efforts to carry out and complete the works on time, but shall not be liable to the customer or any third party if the works prove impossible due to events or circumstances beyond the company’s reasonable control.


13.0 If the customer cancels any contract with the company, without the company's consent, the customer agrees to indemnify the company against any and all loss, damage, claims or actions arising as a result of such cancellation, unless otherwise agreed in writing, and is without prejudice to the company’s right to payment in accordance with paragraph 5.

Removal Of Waste And Materials

14.0 The company is not responsible for the removal of any waste materials. The customer is responsible for the removal of any/all waste materials resulting from the works carried out by the company.

Frozen Pipes

15.0 The company will not be liable for any fractures found in frozen pipes attended by the company, and cannot guarantee to clear blockages occurring within frozen pipes or drainage systems.


16.0 Any guarantee provided by the company shall be for labour only, in respect of faulty workmanship from 12 months of the date of completion. Any parts, equipment or components supplied by the company will be covered by their respective manufacturer’s warranty.

The company's guarantee will become null and void if the work/appliance completed/supplied by the company is:

  • – Subject to misuse or negligence
  • – Repaired, tampered with or modified by anyone other than a company operative/representative. The company accepts no liability for (or guarantee suitability for) materials supplied by the customer or other third parties, and will not accept liability for any damage or faults as a result.

16.1 The company is unable to guarantee any work in respect of blockages in waste and drainage systems.

16.2 The company is unable to guarantee any work which has been undertaken on instruction by the customer, against the companies/operatives advice/recommendations.

16.3 The company will only guarantee work directly undertaken by the company and its employees. Any work carried out on behalf of the company by agents or sub-contractors will be guaranteed under their own respective policies.

16.4 The company will not be liable or responsible for any damage or defect arising from work not fully guaranteed or where recommended work has not been carried out.

16.5 The company will not guarantee work where the customer has been notified either verbally or in writing by the company of any related work which requires attention.

16.6 The customer shall be solely liable for any hazardous situation in respect of Gas Safe regulations, or gas warning notice issued, unless otherwise caused by our Gas Safe operative.

16.7 All Gas Safe engineers operate under their own Gas Safe registration, and as such are solely responsible for any gas related work and subsequent liability.

Intellectual Property Rights

All content of graphics and logos remain the sole property of the company, and are not to be copied, reproduced or distributed either in part or full, without our prior written consent.

Complaints Procedure

In the unlikely event the customer experiences a problem with the service provided by the company, the customer must put their complaint in writing to the Head Office at M J Burrells Plumbing and Heating Ltd, 4 Ramsay Close, Bedford, MK417NE at their earliest opportunity. Upon receipt of this complaint, the company will endeavour to resolve the matter within seven days.

Notice Of Your Right To Cancel

The customer has the right to cancel this contract within fourteen calendar days starting on the day the notice of right to cancel is issued.

Work carried out prior to the expiry of the cancellation period:

By signing a written estimate, you agree work will commence before the seven day cancellation period expires, and should you subsequently cancel in accordance with your rights, you are advised that reasonable payment may be due for any work carried out, including labour at the applicable rate.


While every effort is made to make the allotted scheduled appointment, M J Burrells Plumbing and Heating Ltd cannot guarantee appointment times due to unforeseen circumstances.

Our 1 hour response is subject to availability at the time of booking and location of job and works needed to be carried out. Our 1 hour emergency service is subject to a premium charge from that of M J Burrells Plumbing and Heating Ltd standard charges.