Hi Sharlotte,
Faults that occur during the 14 day exclusion period are covered if you have moved directly from another provider to us.
As you have not had this continuous cover, unfortunately, we are unable to assist with this fault.
If you could arrange to have this fault repaired privately, we would be more than happy to assist with any future faults that occur after the first 14 days, as per our service and support agreement.
Kind regards
Caroline
Hi Sarmad,
I can see from our records that the boiler had stopped working due to a faulty pump, which you have had repaired privately rather than requesting a repair from ourselves. Your plan has been set to cancel at the end of the month when the contract comes to an end.
I'm sorry to learn that you are unhappy with the engineer that attended to carry out your boiler service. We aim to provide great customer service on all occasions and we welcome your feedback. If you wish to discuss this matter further, please contact our team on 0330 223 44 22.
Kind regards
Caroline
