Why Use a SNIPEF Member

Using a SNIPEF plumber gives you peace of mind that you are choosing a plumbing business that employs properly trained and fully qualified operatives. Furthermore, our Members are committed to high standards of professionalism and customer service.

What Criteria must SNIPEF Members meet?

To become a Member of SNIPEF, a plumbing and heating business must satisfy these requirements:

• Employ properly qualified operatives
• Maintain public liability insurance of at least £2 million
• Have passed a technical inspection to ensure work is carried out properly
• Must comply with industry standards including Water Byelaws/Regulations and Building Standard
• Commit to uphold the SNIPEF Code of Conduct

How can I find a SNIPEF plumber in my area?

Go to our Need a Plumber website and simply enter your postcode to find plumbing firms in your area.

Use the ‘service’ field to select the particular type of job you are looking for and the search facility will find firms offering that service for you to choose from.

How do I know if a company is a SNIPEF Member?

All companies listed on our Need a Plumber website are SNIPEF plumbers. If you’re unsure about a company, give us a call on 0131 524 1231 to check.

I have a complaint about a SNIPEF Member?

Customers can access the SNIPEF Alternative Dispute Resolution (ADR) Scheme.

Purpose

The SNIPEF Scheme is designed to act as a conciliation between a customer and the SNIPEF Member carrying out work, with the aim to resolving the dispute, which may include rectification of work by the company.

The SNIPEF Member company may be asked to attend the work location during any site inspections and the customer must be prepared to allow the SNIPEF Member company to come back to rectify the work.

If the customer does not want the company back to the workplace, we may not be able to take the complaint further

Scope of the scheme

SNIPEF will investigate disputes under the scheme relating to the following:

• Installation defects where a lack of technical competence shown by the installation company is an issue. Please note that we are not able to deal with disputes relating to product defects that are outside the manufacturer warranty period.
• Disputes of a contractual nature between member and customer. Please note that SNIPEF is not able to provide comment on price or cost of work undertaken.
• Disputes relating to poor customer service which breach the requirements of the SNIPEF Rules.

SNIPEF will not investigate the following:

• Claims for compensation. SNIPEF cannot award such claims.
• Under current trading laws, investigation of complaints relating to prices charged to complete a job or the time taken to complete work.
• If the dispute is being dealt with by the courts, or by another third party including another ADR provider.
• Business to business complaints as these will have to refer to the terms of the contract signed for work carried out.
• Work which is over 6 years since the work was carried out by our member.
• If the work being reported has now been rectified and/or completed by another firm.

Raising a dispute

1. Confirm the plumber or heating engineer is a SNIPEF Member by using our Need a Plumber website. If they are not a SNIPEF Member, the customer will be advised to contact the Citizens Advice consumer helpline on 03454 04 05 06.
2. Before raising a dispute, the customer must have attempted to resolve the matter directly with the SNIPEF Member by clearly describing in writing the things they are unhappy with and how they want the dispute to be resolved. The customer should give the SNIPEF Member at least 10 working days to respond.
3. SNIPEF asks that disputes be raised by completing the online form at www.snipef.org/public. If the customer is unable to use this form, they can request a postal form by calling SNIPEF on 0131 556 0600.
4. In the form the customer will be asked to either:
   • Apply to use the SNIPEF ADR Scheme: If the work is incomplete or requires rectification, the customer must be willing to have the SNIPEF Member back to remedy or complete works; or
   • Report a SNIPEF Member: We take allegations of misconduct seriously and we will conduct an internal investigation, which consists of monitoring our member's compliance with the SNIPEF Rules.

Please note we can only accept complaints in English as the disputes process is conducted in English

If your complaint remains unresolved

If the issue is not resolved to your satisfaction after giving the member sufficient time to respond, you can access the SNIPEF Alternative Dispute Resolution Scheme.

To begin, please complete our Customer Complaint Form. We’re here to help guide you through the process and work towards a resolution.

If you are unhappy with work carried out by a SNIPEF member company, you must first raise the complaint directly with the member in writing and allow them at least 10 working days to respond.

To help resolve the issue efficiently, we recommend:

• Providing a clear and factual history of the issue, including any relevant previous correspondence.
• Including invoice numbers and any other relevant reference details.
• Explaining what resolution you are looking for.

How Can I Become a Plumber?

The only industry-recognised route for a plumbing apprenticeship in Scotland is the Modern Apprenticeship (MA) in Plumbing and Heating. Details on undertaking an apprenticeship can be found on the Apprenticeships section.