Air source heat pump Terms and Conditions

Key terms

1. Agreement

The ‘Agreement’ means collectively the Terms & Conditions and your quotation. The Agreement is a legally binding contract between yourself and Anton Plumbing & Heating Ltd acting as Anton Renewables.

2. Services

We will (a) use all reasonable care and skill when providing the services detailed within our quotation and Works and (b) ensure that any goods provided in line with the quotation are suitable for the specified purpose.

3. Price

You will pay the price for the Installation Works as set out in your quotation, it is not include unseen or unpredicted work needs to be done to be able to complete the project.

4. Your right to cancel

You do have a 14 day cooling off period if you wish to cancel this Agreement, please get in touch by either: completing the cancellation form (provided in Schedule 1) or notifying us in writing of your cancellation and sending this to Anton Plumbing & Heating Ltd acting as Anton Renewables, 41 Orchard Crescent, Chippenham, SN14 0BG 0BG, email to: [email protected]

5. Processing your data

If you provide any personal data to us under this contract Anton Plumbing & Heating Ltd acting as Anton Renewables will be the ‘data controller’. Our Data Protection Officer can be contacted atAnton Plumbing & Heating Ltd acting as Anton Renewables, 41 Orchard Crescent, Chippenham, SN14 0BG.

We will process your personal data in accordance with our privacy notice, as amended from time to time, which can be request from us. Our privacy notice sets out:

· where we might get data about you from;

· why we need it;

· what we might do with the data (including who we might share it with);

· the circumstances in which your data might be transferred abroad; and

· how long we keep it for

6. Standard of service

If we don’t deliver the standards of service you reasonably expect, we want to know about it so we can try and put it right. Email us at [email protected] to discuss your query/complaint. We’ll assess your complaint and try to resolve things to your satisfaction. If we can’t resolve your complaint, there and then we’ll carry out a full review and respond to you within eight weeks.

7. Boiler Upgrade Scheme (BUS)

The Boiler Upgrade Scheme is part of the Government’s plan to reduce carbon emissions, the scheme which will be administered by OFGEM aims to reduce carbon emissions by providing a grant towards the costs of installing an Air Source Heat Pump.

Anton Plumbing & Heating Ltd acting as Anton Renewables will carry out the works described in your quotation.

What is included in your installation

We will:

  • carry out a full technical design and installation for your Air Source Heat Pump to the Heat Pump Design and Installation standards MIS 3005-D and I in accordance with the Microgeneration Certification Scheme (MCS)
  • install your Air Source Heat Pump (ASHP) to manufacturer’s instructions
  • decommission and remove your existing central heating and hot water system were applicable
  • install and commission refrigerant pipework (where applicable)
  • install a hot water cylinder (where applicable) with associated safety controls to manufacturer’s instructions
  • install heating and hot water controls compatible with your heat pump
  • make the appropriate application to your electricity Distribution Network Operator (DNO) prior to installation although any associated costs will be your responsibility
  • issue all certification as required by building regulations on completion of the works
  • insulate all pipework in line with manufacturer’s instructions
  • encase cabling in trunking where practicable and in line with building regulations
  • commission all equipment as per manufacturer’s instructions
  • provide a handover pack compliant to MCS requirements
  • issue you with ASHP warranty documents
  • Issue you with Building Notification Certificates applicable to the works we have completed as specified in the quote
  • register your ASHP with the manufactuer to trigger the warranty.

Details of what is not included in your installation

We will not:

  • remove oil tanks or liquid petroleum gas (LPG) containers
  • undertake, organise or co-ordinate of any future servicing requirements
  • obtain Planning Permission if this is required for the installation of your ASHP. This will be the responsibility of the property owner
  • connect the system to an uncontrolled heating source
  • be responsible for any upgrades to your existing consumer unit
  • be responsible for any costs associated with upgrading the electrical supply to your property further to the DNO application
  • move or remove any of your personal belongings. This includes furniture and soft furnishings.
  • carry out any works that are related to asbestos or dangerous waste (surveying, sampling, testing and removal) whether identified at point of survey or during the installation
  • move or remove any white goods within the property. This includes, but is not limited to, fridges, washing machines, cookers, hobs and dishwashers
  • remove a cold water or feed and expansion tank from the loft space if the hatch is not large enough. In this case the tanks will be drained down and made safe
  • make good existing decorations and wall finishes
  • re-instate solid fuel appliances following the installation of your new heating system
  • be responsible for any loss, damage or liability caused by anyone other than the installation team
  • carry out any remedial work to the building structure such as brick flues, chimneys or fireplace openings
  • power flush where we are installing an entire heating system
  • carry out any structural building or groundwork due to the installation unless specifically itemised in your quote
  • upgrade the property’s electrical supply to meet current regulations if it is sub-standard or inadequate
  • replace lead piping, faulty cold water stop taps or faulty domestic fittings (i.e taps) when pressurised
  • guarantee that an existing shower will be compatible with the new system

COMPLAINTS PROCEDURE


Our Policy:

  • All our staff are aware of our complaints procedure and know what to do if a complaint is received.
  • If you have a complaint regarding a member of staff or the products and services we have provided, we want to know about it and will endeavour to resolve as quickly as possible.
  • We aim to investigate all complaints fairly, efficiently and in a reasonable timeframe. All complaints will be handled in a consistent manner.
  • Complaints will be treated sensitively, confidentially and in accordance with the HIES Scheme Rules and Code of Practice, which is the Consumer Code we adhere to (You will have received a copy of these with your contract) and in line with the General Data Protection Regulation (GDPR).
  • We aim to resolve complaints effectively and will ask whether you are satisfied with the resolution and if your complaint was handled fairly and appropriately.
  • We view complaints as positive feedback and, where appropriate, will act constructively to avoid a recurrence. Complaints are reviewed regularly to identify trends, which we may need to investigate further.
  • Complaints can be made verbally (by telephone or in person) and by email or letter.
  • When we receive a complaint the complaint handler, ] will record it in the complaints log.
  • Your complaint will be delegated to a suitable member of staff for investigation. They will acknowledge in writing within 3 working days of receipt, confirming who they are and when you can expect a further response.
  • We endeavour to complete investigations and reach a satisfactory resolution within two weeks of receipt. In the unlikely event that the investigation takes longer, we will send you a progress report with an anticipated date for a final response, not more than 2 weeks later.
  • The final response will contain details of actions taken during the investigation, the findings and resolution.
  • If at any time you are not satisfied with how we are handling your complaint, you may refer your case to HIES, to request mediation, by telephoning 0344 324 5242 or alternatively, via the HIES website https://www.hiesscheme.org.uk/
  • If all avenues have been exhausted and you remain unhappy, you can refer your case to The Ombudsman, who is entirely independent.
  • The implementation of this policy and overall responsibility lies with senior management, who will review on a regular basis and update if necessary.

How to make a complaint:

Stage 1.

We aim to resolve complaints as quickly as possible and believe that, in most cases, complaints can be resolved informally. As such please contact us as soon as possible if you have a grievance.

If you contact us by telephone or in person, make a note of the person you have spoken to.

Make a note of any resolution offered immediately and whether you are satisfied with the outcome.

If you are not happy with the resolution offered, you may take the complaint to the formal stage.

Stage 2.

Record your complaint in writing and send to:

Anton Renewables

41 Orchard Crescent
Chippenham
Wiltshire
SN14 0BG

[email protected]

You will receive an acknowledgment within 3 working days of receipt of your written complaint.

Please include your telephone number and email address. We may contact you by telephone to ensure that we have understood your complaint properly.

Your complaint will be recorded in our complaints’ log and assigned for investigation.

You will receive a detailed response within 14 working days of receipt of your complaint, unless the investigation takes longer, which may involve a site visit. In which case you will receive a progress report and an expected date for when you will receive a final reply. This will be no longer than 14 working days later.

Stage 3.

In the event of an unresolvable issue, You can refer Your case to Our nominated alternative dispute resolution provider through HIES. HIES can be contacted at Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland, England, PR25 3GR or [email protected]

We agree, in the event of a dispute, we will exclusively attempt to resolve the dispute through using HIES’s alternative dispute resolution services.

Finance

ANTON PLUMBING & HEATING LTD (FRN: 1007204) are an appointed representative of Koze Group Ltd, a credit broker not a lender. Koze Group Ltd are authorised and regulated by the Financial Conduct Authority (FRN 811281) registered in England (08357963). We offer finance products from a panel of lenders. Credit subject to age and status.

Should you wish to make a complaint of a financial nature, please click the following link: https://www.hiber.com/complaints