Dispute Handling Policy

1. Overview

UK Gas Plumbers is committed to fair resolution of disputes between customers and subcontractors. While the platform is not a party to the contract between customer and subcontractor, we provide a structured process to assist with resolution.

2. Dispute Process

1. Step 1 — Direct Resolution: The customer should first contact the subcontractor directly through the platform's messaging system to attempt to resolve the issue.
2. Step 2 — Raise a Dispute: If the issue cannot be resolved directly within 48 hours, either party may raise a formal dispute through the platform. A dispute must include a clear description, the category of complaint, and any supporting evidence (photos, messages, invoices).
3. Step 3 — Platform Review: UK Gas Plumbers will review the dispute within 48 hours of submission. Both parties will be given the opportunity to provide their account of events and evidence.
4. Step 4 — Mediation: Where appropriate, UK Gas Plumbers may offer informal mediation to help both parties reach an agreement. Mediation is voluntary and non-binding.
5. Step 5 — Resolution: UK Gas Plumbers will issue a recommended resolution. This may include partial or full refund, additional work, or other remedies as appropriate.

3. Dispute Categories

• Quality: Work not completed to a satisfactory standard.
• Incomplete work: Work not finished as agreed.
• Pricing: Charges exceeding the agreed quote without prior approval.
• Conduct: Unprofessional behaviour, harassment, or misconduct.
• No-show: Subcontractor failed to attend at the agreed time.
• Damage: Property damage caused during the work.

4. Payment Holds During Disputes

While a dispute is under investigation, UK Gas Plumbers may place a hold on any payments related to the disputed job. Funds will be released only when the dispute has been resolved or a determination has been made.

5. Evidence Requirements

Both parties are encouraged to provide evidence to support their position, including:

• Photographs (before and after).
• Chat messages and communications.
• Invoices and receipts.
• Third-party assessments or reports.

6. Limitations

UK Gas Plumbers' dispute resolution process is informal and non-binding. If either party is unsatisfied with the outcome, they retain the right to pursue the matter through the courts of England and Wales, alternative dispute resolution services, or relevant trade bodies.

UK Gas Plumbers accepts no liability for the outcome of disputes between customers and subcontractors.

7. Repeat Offenders

Subcontractors or customers who are involved in repeated disputes may face account restrictions, suspension, or permanent removal from the platform at UK Gas Plumbers' sole discretion.