I want to complain


In one of my previous blog posts I discussed how to find the right plumber and what to look out for from a plumber in Norwich. unfortunately there has been a rash of reports in the media in programs such as watchdog about plumbers charging their unwary customers thousands for the simplest of jobs. How can you make sure you will not be the next to fall victim and if you do what can you do?

The five basic rules to follow when choosing a plumber

  1. Are they recommend by Trading Standards Norfolk, a relative or a friend
  2. Do they offer a fixed price to undertake the work.
  3. Are they qualified and insured
  4. Are they members of the Institute of Plumbing
  5. Check references only use independently verified ones such as referenceline

Agreeing a price before the work commences is the best course of action and obtain more than one quote. What should I expect from a Norwich Plumber?The OFT before it closed advised that you insist on a written contract in order to establish this from the outset. This should include, at the very least, a clear description of the work to be carried out, the price agreed. You do have some basic rights under the law which apply even if you don’t have a contract in writing. You can expect any work carried out to be done so with reasonable care and skill, finished in a reasonable time, and done at a reasonable cost.

Should you be unhappy with the work and want to complain, start with the plumber. In the first instance speak to them in person or put your complaint in writing, explain exactly what is wrong and what you want them to do to rectify the problem, and specify the time scale that you want this to happen, however don’t demand unrealistic time scales all this will do is lead to conflict and it will take longer to get a resolution. In many cases, they will come and sort out the trouble: their reputation is worth more than a few hours’ work.

If, however, they are not willing to put matters straight, you will need to take it further. If the plumber is a member of the Institute of Plumbing or a member of Norfolk Trading Standards Trusted Trader Scheme, go to the relevant body follow their complaints procedure. They will act as an intermediary and attempt to resolve the issue.

If your plumber is not a member of one of these associations, make sure you keep records of all conversations, especially regarding costs, put everything in writing, take photos of bad work and keep track of dates.

If all else fails, you can take your plumber to court. You may need to get an expert to back up your complaints, and you could find you have to pay for this service.

Always think ahead, use our five basic rules as a guide to find a plumber, don’t leave it until a plumbing emergency happens, at TSM our Norwich based plumbers are on hand 24/7 for all your emergency plumbing needs.

Useful contacts

Institute of Plumbing, 01708 472791

Association of Plumbers and Heating Contractors, 0800 542 6060


Norfolk Trusted Trader Scheme 0344 800 8020

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