This form is for customers who wish to make a complaint about plumbing or heating work carried out by a SNIPEF member. 

What we can investigate

SNIPEF can look into complaints about installation defects, where there is evidence of poor technical competence by an installer who is a member of SNIPEF. 

What we cannot investigate

We are not able to deal with complaints that involve:

• Product faults that fall under the manufacturer's warranty
• Disputes about contracts between you and the business, such as pricing or agreements
• The cost of work or the time taken to complete it
• Business-to-business complaints
• Claims for compensation, as SNIPEF does not award financial compensation
• Cases that are being handled by the courts or another dispute resolution provider
• Complaints made more than six years after the work was carried out
• Work carried out by a business that was not a SNIPEF member at the time the work was undertaken
• Work that has already been rectified or completed by another company
  

Before completing this form

Please make sure the following steps have been taken: 

1. Confirm that the plumbing or heating business is a current SNIPEF member. You can check this at needaplumber.org. If they are not a SNIPEF member, you can contact Citizens Advice Scotland or Citizens Advice Northern Ireland. 
2. Raise the complaint directly with the business first, using their complaints procedures and putting it in writing where possible, before contacting SNIPEF.
3. Allow the business at least 10 working days to respond to your complaint.
4. Ensure the complaint relates to domestic work. Complaints about commercial or business work are not covered under this scheme.

Submitting evidence

Please include as much relevant information as possible when completing this form. If you have supporting evidence such as photographs, quotations or invoices, these should be attached to this form or sent to complaints@snipef.org. Please include your name in the subject line of the email.