For your boiler installation, your engineer is scheduled to arrive between 8:30 and 9:30 AM on the installation day. Please note that this is an estimated arrival time, and delays may occur due to traffic or other factors. If your engineer has not arrived or contacted you by 10:30 AM, please call our office for assistance.

If you are expecting an engineer for a service or repair, you will be informed of an estimated time slot on the day of your appointment. The engineer will contact you when they are en route after completing their previous appointment.

If you smell gas, think you might have a gas leak, or if you are worried that carbon monoxide is escaping from your gas appliance, please call the free Gas Emergency Services emergency line immediately on 0800 111 999

While it will be highly unlikely… if you do have any issues within 12 months of installation - call us and we'll work with you to help resolve your issue. You'll be covered under warranty.

Our service department will contact you each year just before the anniversary of your install/previous boiler service to arrange your annual boiler service.

Remember, servicing your boiler helps keep your boiler efficiency, keeps your warranty intact and ensures it’s gas safe.

If you’d prefer to contact us please call our servicing department on 0800 0086 999

If your boiler has dropped pressure or is displaying a fault code please refer to your manufacturer’s boiler manual. Alternatively, you can visit our Boiler Support Page and follows some Manufacturers how-to videos to see how best to resolve your issues.

If you are having issues with your installed digital thermostat (installed by us) then please visit your dedicated troubleshooting page.

Salus

Centerstat

Honeywell

Hive

It is packed with video tutorials and Frequently Asked Questions regarding your digital/smart thermostat.

Every boiler purchased through BeSure has a full manufacturer backed warranty. They're typically 10 or 12 years depending on which boiler model you choose and cover full parts & labour.

We'll also register your warranty for you so no paperwork! Just keep an eye on your emails for certificates sent to your email address.

Yes and No! Yes - we will survey your home but No we don’t need to come to your home.

Using our unique online survey platform we ask for a few simple images to help us complete the survey. For our prices to be fixed we base our quote on the questions you answered as well as the photographs we ask you to send us so our in-house team can remotely survey your home.

This is where we pick up anything that could be problematic and speak to you about it. that way eliminating any surprises for us or yourself.

If there is something unusual about your home and you’d like to speak to us we can conduct a free video survey using a live video call.

WE’RE SURE YOU’LL ENJOY BEING AN OUR CUSTOMER

You are entitled to a “cooling off period” by law which means you have 14 calendar days from the day after you commission BeSure Group to provide a service to tell us that you want to cancel. If you agree to let us start the work before the cooling off period ends and then decide to cancel your agreement we reserve the right to charge you for our reasonable costs including but not limited to the retention of any administration fee which has been paid. This will enable us to recover or partially cover the costs of any goods installed in your property and or work already carried out. We may deduct our costs from any deposit you have paid or charge you separately.

Cancellation should always be communicated in writing by email to hello@besuregroup.co.uk (please obtain a read receipt). You are advised to save a copy of the completed cancellation notification upon acknowledgement from BeSure Group. Any method used which does not comply will usually result in delays to the due process.

You have 14 calendar days from the day after you sign up to your contract to tell us that you want to cancel.

At the Be Sure Group we aim to provide you with the highest service possible, but we understand that sometimes, unfortunately, things may go wrong.

Letting us know as soon as possible when you are unhappy gives us the opportunity to put things right for you. Your feedback is so important in helping us improve our service.

The below summarises the six steps of our complaints handling process:

Step 1 Contacting Us

There are 5 easy ways to contact us:

Telephone our Customer Service Department free on 0800 0086 999*

Use the ‘Feedback’ page on our website

Write to us at: info@besuregroup.co.uk

With the Subject: FAO Customer Relations Department

Step 2 Acknowledging your complaint

We understand it’s so important for us to resolve your complaint as quickly as possible, but to ensure we reach a fair outcome for you, we want to conduct a thorough investigation and this can take time.

Our aim is to resolve your complaint by the end of the next business day. Sometimes this might not be possible so will write to you within 5 working days from the receipt of your complaint

Step 3 Investigating your complaint

Our trained staff will be as thorough as possible when investigating your complaint ensuring to be fair and impartial getting to get to a decision fast. They may need to contact you to request any additional information they will need to assist in this process.

Step 4 Keeping you updated on our progress

Depending on the complexity of your case we aim to resolve your complaint within 4 weeks of the receipt of your complaint. If we are unable to conclude your complaint we will ensure you are kept updated on the progress of our investigations.

Step 5 Informing you of our decision

We will always endeavour to inform you of our decision in writing as soon as we have made it.

Where we have not resolved your complaint by the end of the next business day, we will also confirm our decision in writing to you in a final response letter. This letter will detail a full account of our findings and the reason for our decision. If your complaint has not been resolved within 8 weeks from the date of receipt, we will either provide you with a final response letter, or a further update explaining why we have not provided you with an outcome

At this point, we will also inform you that you have the option to refer your complaint to the Financial Ombudsman Service.

Step 6 The Financial Ombudsman Service

If you are not happy with our final response or, 8 weeks have passed since you initially raised your complaint with us you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.

If you have a complaint you should always contact us first. The Ombudsman will only consider your complaint once you have attempted to resolve it directly with us.

You have a period of 6 months in which to refer to the Ombudsman. The 6 month period starts from the date of the final response or 8 weeks after we received your complaint. The contact details of the Financial Ombudsman Service are as follows:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 023 4567 or 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Where possible we will always endeavour to refund any monies owed to you as quickly as possible. Please be aware it could take up to 28 days to refund any monies owed from the date the cancellation is received.