Great Gas Limited
Complaints & ADR
We aim to get everything right first time — but if something isn't quite right, we genuinely want to know, so we can fix it. This page explains how to raise a concern and, if needed, how to access independent help.
Last updated: [date].
The fastest way to sort things out is to talk to us. Call +44 742 8624113 or email info@greatgasltd.co.uk with your name, address and order reference — most issues are resolved with a single conversation.
Step 1 — Tell us
Contact us by phone, email or through your account. We'll acknowledge your complaint promptly (normally within [X] working days) and do our best to resolve it there and then.
Step 2 — Our formal review
If we can't resolve it straight away, we'll investigate properly and give you a written response — usually within [X] days — explaining our findings, what we'll do, and your options if you're still not satisfied.
Step 3 — Independent dispute resolution (ADR)
If we've completed our process and you remain unhappy, you can ask an approved Alternative Dispute Resolution provider to review the matter independently. Depending on the scheme we belong to, this may be the Dispute Resolution Ombudsman (via TrustMark) or another sector-approved body — we'll give you the correct provider's contact details in our final response. ADR is a fair, out-of-court way to settle disputes.
Gas safety & workmanship
All gas work is carried out by Gas Safe registered engineers. If your concern relates to gas safety, you can also check our registration or report a concern to the Gas Safe Register at gassaferegister.co.uk or on 0800 408 5500.
Your statutory rights
None of this affects your legal rights under the Consumer Rights Act 2015 — including the right to a repair, replacement or price reduction if a service falls short. You can also seek free advice from Citizens Advice on 0808 223 1133.