Terms of Business of Surrey Plumbing Solutions Limited

For the purposes of these Terms of Business (hereinafter, “Terms”), “us” or “we” shall refer to Surrey Plumbing Solutions Limited and “you” shall refer to you, our customer. You have requested that we undertake certain works for you and, by allowing us to proceed with those works, you are indicating your agreement to the Terms set out below.

  1. Estimate
  2. The value of the estimate is what we expect to charge you for the works, based on our initial discussions. In the event of unforeseen circumstances or unexpected issues arising, it may be necessary to review the original price and provide you with a new estimate. You have the right to accept or decline the revised price.

  3. Written Quotation
  4. The written quotation follows the estimate and is the final price for the works discussed, including labour and materials, additional costs including expenses (if any) and tax. Any subsequent variation to the works (including, without limitation, if you change the scope or if unforeseen circumstances or unexpected issues arise) will likely result in a new or revised written quotation. You have the right to accept or decline the new quotation. Should you choose to decline, all works will cease and, on receipt of our invoice, you must pay in full for all works already completed in accordance with the original quotation.

  5. Client Obligations
    1. if you and we agree that you will be responsible for providing the measurements for some or all of the materials and/or products needed for the works, you alone will bear the cost of replacing the said materials and/or products in the event the measurements are incorrect;
    2. if you and we agree that you will be responsible for providing some or all of the materials and/or products needed for the works, you alone will bear the cost of replacement in the event the said materials and/or products turn out to be faulty and/or unsuitable;
    3. you will inform us, prior to the works commencing, of any hazards or potential hazards known or suspected in or around the premises where the works are due to be carried out;
    4. you will grant us access to the premises where the works are to be carried out and will ensure that all necessary consents, permissions and licences, if any, have been obtained in advance of the works commencing;
    5. without prejudice to 4(i) and 4(iii) below, you will (unless included as part of the quotation) be responsible for any necessary improvements to and/or redecorating of the premises following the completion of the works.
  6. Supplier Obligations
    1. we will undertake the works with all due care, skill and diligence, will complete the works within a reasonable timeframe, and will ensure that we comply at all times with all applicable laws and regulations;
    2. we will supply materials and/or products needed for the works (if any) that are of high quality and, without prejudice to 3(i) above, will take full responsibility for replacing any materials and/or products that prove to be faulty or substandard;
    3. we will take good care of your property, furnishings and wall coverings and, on completion of the works, will remove any resulting waste material;
    4. we will supply one or more, as necessary, of our dedicated team to undertake the works for you. Unless agreed otherwise, the person(s) supplied will be at our discretion and may or may not be the same as the person(s) who provided you with the original estimate and/or quote;
    5. we confirm that we hold, and will continue to hold, a valid and current Public Liability Insurance Policy and, where relevant, Employers Liability Insurance Policy.
  7. Materials and Products
  8. For the avoidance of doubt, all materials and/or products supplied and delivered to you during the course of the works shall remain the property of Surrey Plumbing Solutions Limited until such time as the works have been paid for in full by you, following receipt of our invoice. Title to such materials and/or products will transfer to you only when full payment has been received by us.

  9. Force Majeure
  10. We will try to complete work within the agreed time. We are only liable for delays caused by our negligence. Any work will be completed within a reasonable time.

  11. Cancellation
  12. If this contract is agreed in your home, you will be given information of your right to cancel within 14 days. This is in line with the consumer regulations act 2013. If you cancel the contract outside the fourteen days we reserve the right to deduct/claim the direct costs we have incurred.

  13. Payments
  14. Full payment terms (including, where relevant, interval payments to be made by you) are as set out in the applicable quotation. For the avoidance of doubt, you agree to settle any undisputed invoice in full upon receipt and you further agree to pay us interest at a rate of 2% above the Bank of England base rate on any payments not settled in accordance with these Terms and the terms of the applicable quotation.

  15. Complaints Policy
  16. We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

    To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

    As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

    In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.

    Our Procedure

    Either call us on 01883 62 3349

    Or write to us at 28 Glebe Road, Warlingham, Surrey. CR6 9NJ (please request proof of receipt if posting)

    Or email us at info@surreyplumbingsolutions.co.uk

    We aim to respond within 7 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.



    Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 981 6031.



Thank you for your business! We very much look forward to working with you.

Terms of Business of Surrey Plumbing Solutions Limited
28 Glebe Road, Warlingham,
Surrey, CR6 9NJ
info@surreyplumbingsolutions.co.uk
01883 62 3349
07928 893 958