A lot can go wrong with a boiler installation: an incorrect fitting, damage to your property, missed engineer appointments… or even that the boiler itself doesn’t work after all your hassle.
But it’s important to remember: in the unfortunate event that something has gone wrong with your boiler installation, there’s more than one way to get things resolved.
You don’t necessarily have to go to court to get compensation, a boiler repair, or refund – even if the utility provider has refused to resolve the issue for you. Alternative Dispute Resolution (ADR) schemes offer consumers an (often FREE), simple way to escalate utility complaints out of court.
So, what should you do if your boiler has been installed incorrectly, and how can you claim compensation through ADR?
Have you got a boiler installation complaint?
UtilitiesADR offers a FREE, independent route to a resolution – approved by the Chartered Trading Standards Institute to settle non-regulated utility disputes across the UK, whether you’re an individual consumer or a business with over 10 employees.
What counts as a faulty boiler installation?
Upon hearing ‘faulty boiler installation’, most consumers would first think of a boiler that doesn’t work after having been installed.
While that is absolutely one way a boiler installation can go wrong, it’s far from the only complaint you could raise on the topic. Boiler installation complaints can cover a whole range of issues and events, including what happened before and after the installation.
For example:
- Rude/unprofessional customer service
- Missed engineer appointments
- Poor workmanship (such as messy pipework, leaks, or loose connections)
- Incomplete work
- Damage to your property
- Health & safety hazards (such as a resulting gas leak)
- Unexpected extra costs (such as having to pay other engineers to fix the initial faulty installation)
IMPORTANT NOTE:
If you believe your boiler was installed incorrectly and you suspect a gas leak, you should immediately:
-
- Open your windows
- Turn off your gas supply (if possible)
- Exit your property
- Dial the National Gas Emergency Service: 0800 111 999 (available 24/7)
How to claim compensation for a faulty boiler installation
If you’re seeking compensation for a boiler installation that went wrong, you will generally need to go through these 2 steps:
Step 1: Submit a direct complaint to the utility provider
In order to pursue compensation for your faulty boiler installation down the line, you’ll first need to have submitted a complaint about it and given the utility provider/trader in question a minimum of 8 weeks (or until they issue a Deadlock Letter) to resolve the issue directly with you.
When making your complaint, you should try to ensure you include any relevant evidence you have to back up your account of events (such as photographs, SMS/email correspondence, and price quotes).
It may be the case that the utility provider decides to resolve the issue with you and offer you compensation immediately following your complaint. If this is the case, congratulations!
If not, don’t worry; you can move on to the next step below.
Step 2: Escalate your complaint
If you waited 8 weeks (or received a Deadlock Letter), and the utility provider either:
- Rejected your complaint
- Offered a resolution you’re unhappy with
- Didn’t respond to your complaint
… Then you’re eligible to escalate your complaint, either with an ADR scheme (like UtilitiesADR), or to go to court.
Assuming you want to avoid going to court (since you clicked based on the title of this article!), we’ll explain ADR below.
What is Alternative Dispute Resolution (ADR)?
You can think of ADR as A Different Route.
Instead of taking your boiler installation complaint to court, you can submit it to an ADR provider like UtilitiesADR. ADR providers have specialist teams of Adjudicators/Arbitrators (depending on the type of ADR the relevant scheme uses), who review each case based on all the submitted information and evidence, before coming to a decision.
For more information on what ADR is, please watch our dedicated video:
The specifics of each ADR scheme will differ, however UtilitiesADR:
- Is totally FREE for consumers to use
- Is legally binding, if you choose to accept the outcome
- Takes only 60 days, once we’ve received all information & evidence
It’s important to note that UtilitiesADR can only accept non-regulated utility complaints.
Regulated complaints must go elsewhere, such as the Energy Ombudsman or Consumer Council for Water.
Unsure what a non-regulated or regulated complaint is? Please see our dedicated article on the topic:
> Regulated VS Non-Regulated Utility Complaints: What’s the Difference?
How can UtilitiesADR help with a boiler installation complaint?
UtilitiesADR is a free-to-use independent Alternative Dispute Resolution scheme that considers non-regulated complaints between consumers and participating utility providers. We’ll review the information and evidence provided by both parties before reaching an impartial decision… All within 60 Days of declaring a Complete Complaint File!
We offer 3 ways for you to submit your complaint to us, all of which are completely FREE:
Not sure what the difference between regulated and non-regulated utility complaints is? Please see our dedicated article on this:
> Regulated VS Non-Regulated Utility Complaints: What’s the Difference?
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