Most issues get resolved with a quick phone call. If something has gone wrong, ring 07308 204100 or email mail@belmontplumbing.scot and tell us — we'd much rather hear directly than have you tell other customers about us instead. Below is the formal procedure as required by the Provision of Services Regulations 2009.
Step 1 — Contact us first
Ring 07308 204100 during opening hours (Monday to Sunday, 8am to 5pm) or email mail@belmontplumbing.scot with a description of the issue, the date the work was done, and the outcome you'd like.
We will acknowledge your complaint within three working days and aim to resolve it within ten working days from acknowledgement. If the issue is more complex and needs longer, we'll tell you how long we expect to need and keep you updated.
Step 2 — Escalation
If you're not happy with our response in Step 1, ask for the matter to be escalated to the company director. Put the request in writing (email is fine) and we'll respond within ten working days with a final position.
Step 3 — External resolution
If we can't resolve the matter between us, you can take it to one of the following depending on the nature of the issue:
- Gas Safe Register — for complaints about the safety or quality of gas work specifically. Phone 0800 408 5500 or report online at gassaferegister.co.uk.
- Citizens Advice Scotland — for general consumer disputes about service quality, pricing or contract terms. Phone 0808 800 9060 or visit citizensadvice.org.uk/scotland.
- Aberdeen City Council Trading Standards — if there's a suspected breach of consumer protection law. Phone 0808 164 6000.
- Small Claims Court (Simple Procedure in Scotland) — for monetary disputes up to £5,000 that can't be resolved any other way.
What we record
We keep a brief written record of every complaint received, the steps we took to resolve it, and the outcome. This helps us improve, and lets us demonstrate to regulators that we treat complaints seriously. Records are kept for at least three years.
Disputes about gas safety specifically
If your concern is that gas work may have been carried out unsafely, please don't wait for our internal procedure to play out — contact Gas Safe Register immediately on 0800 408 5500. They will investigate independently and free of charge. We take gas safety seriously and would always rather you raised a concern early than ignored it.
If you suspect a gas leak right now, ring the National Gas Emergency line on 0800 111 999.
Questions?
Email mail@belmontplumbing.scot or ring 07308 204100.