How We Handle Concerns
At Yorserve Ltd, we take pride in delivering reliable, professional plumbing and heating services across the UK. While we aim for 100% customer satisfaction, we recognise that issues can sometimes arise.
This policy explains how to raise a complaint and how we will handle it.
If you’re unhappy with any part of our service, please contact us as soon as possible so we can investigate and resolve the issue.
You can submit a complaint in writing via:
Email: hello@yorserve.com
Phone: 0333 360 9936
Post: Yorserve Ltd, Unit 3a, Industrial Estate, Rawcliffe Rd, Lidice Rd, Goole DN14 6XL
When submitting a complaint, please include:
Your full name and contact details
The date and location of the work carried out
A clear description of the issue
Any supporting evidence (e.g. photos, documents, screenshots, messages)
We will acknowledge receipt of your complaint within 2 working days
A senior member of our team will investigate and aim to provide a full response within 7 working days
If the issue requires more time or further information, we will update you on progress and next steps
If we establish that something has gone wrong, we will:
Provide a clear explanation of what happened
Take corrective action where appropriate (e.g. remedial work, replacement, refund, or other remedy)
Confirm any agreed next steps in writing
Our aim is to resolve all complaints fairly, promptly, and professionally.
If you are not satisfied with our final response, you may escalate the matter through one of the following:
Gas Safe Register – for complaints relating to gas safety work
Manufacturer warranty support – if the issue relates to supplied equipment under warranty
Trading Standards (via Citizens Advice Consumer Helpline):
www.citizensadvice.org.uk
Tel: 0808 223 1133
