Last updated: 02/10/2026

This policy explains how FixConnect handles the issues most commonly raised by homeowners: an engineer failing to attend, poor quality work, and general complaints. It also sets out how each matter affects an engineer’s standing on our panel.

Engineers on our panel are independent businesses engaged on a per-job basis. They are not employees of FixConnect, so consistency matters are managed through panel standing rather than internal HR processes.

1. How to Raise a Complaint

You can contact us by telephone, WhatsApp, or through the contact form on our website.

To help us deal with your complaint quickly, please include where possible:

• Your job reference;
• The engineer’s name, if known;
• The date of the appointment or work;
• A description of the issue; and
• Photographs if the issue is visible.

If your concern relates to a missed appointment, please contact us as soon as possible, ideally within 30 to 60 minutes of the missed window.

2. No-Show Procedure

A no-show means the engineer fails to arrive within the agreed appointment window without prior notice to you or to FixConnect.

Step 1 — You report it. Contact us by phone, WhatsApp or the contact form, ideally within 30 to 60 minutes of the missed window.

Step 2 — We contact the engineer. We call or message the engineer to establish what has happened, whether they are running late, unable to attend, or have missed the job. They are given a short window, normally 15 minutes, to respond.

Step 3 — If the engineer is running late. We pass a revised arrival time to you. Where the delay is significant, normally 45 minutes or more, we offer a goodwill gesture such as a discount.

Step 4 — If the engineer is unreachable or cannot attend. We apologise immediately and offer to re-dispatch an engineer the same day where possible, or at the first available slot. We offer a discount or fee waiver proportionate to the inconvenience. The incident is logged against the engineer’s record.

Repeat no-shows. Two no-shows within a rolling three-month period triggers a formal review of the engineer’s place on our panel, under section 5.

3. Poor Workmanship Procedure

A poor workmanship complaint means the job was completed but you report that the work is faulty, incomplete, or has caused a new problem.

Step 1 — We log the complaint. We record the job reference, engineer’s name, date of work and a description of the issue. If the problem is visible, we ask you for photographs.

Step 2 — We acknowledge within 24 hours. We confirm receipt and set an expectation for what happens next, for example that you will have an update within 48 hours.

Step 3 — We contact the original engineer. We share your description and any photographs with the engineer and ask for their account of the work carried out. We compare this against the completion photographs and notes already held on file from the job form.

Step 4 — We determine the remedy. Three outcomes are possible:

• Engineer’s fault. Where the issue is a workmanship fault, the engineer returns to fix it at no additional cost to you. We agree a timeframe with you, ideally within 48 hours for urgent issues such as a loss of heating.
• Unrelated fault. Where the problem is pre-existing or new and was not caused by the original work, we explain this to you and offer to dispatch an engineer, either the same one or a different one, as a new paid job at a discounted rate as a goodwill gesture.
• Disputed or unclear. Where the engineer disputes responsibility, we request further photographs or, for higher-value disputes, arrange for a second engineer to inspect the work and provide an independent opinion.

Step 5 — If the engineer refuses or is unresponsive. We arrange for a different engineer to fix the issue and absorb the cost ourselves, then address the matter with the original engineer separately under section 5.

Step 6 — We close the loop. We confirm with you that the issue is resolved before treating the complaint as closed. We only ask for a review once resolution has been confirmed.

4. General Complaints Procedure

This covers any other complaint, including pricing disputes, communication issues and concerns about conduct.

Step 1 — We log the complaint with the job reference, date and a full description.

Step 2 — We acknowledge within 24 hours.

Step 3 — We investigate, gathering your account, the engineer’s account and any supporting evidence such as messages, photographs or the completion form.

Step 4 — We resolve and respond, aiming to give you an outcome within three working days. Outcomes may include an apology, a partial or full refund, a discount on future work, or an explanation where the complaint is not upheld.

Step 5 — We record the outcome against both the job and the engineer’s file, regardless of who was at fault. Patterns matter even when a single incident does not.

5. Engineer Accountability

Every no-show, poor workmanship case and complaint is logged against the engineer’s record with the date, job reference, category (no-show, poor work or general) and outcome.

Escalation thresholds:

Immediate removal. Some issues bypass the escalation steps entirely and result in immediate removal from the panel, including working without a valid Gas Safe registration, safety violations, dishonesty about work carried out, or abusive conduct toward a homeowner.

6. Record-Keeping

All complaints, no-shows and poor-work cases are logged in the same tracking sheet as job completions and tagged with the job reference, so they remain traceable to the original completion photographs and notes.

Records are kept for at least 12 months for pattern-tracking and, where relevant, for insurance or dispute purposes. Personal data within these records is held in line with our Privacy Policy.

7. Compensation Guidelines

The following table sets out the response we would normally offer in each situation. Every case is considered on its circumstances, and these are guidelines rather than a guarantee of a specific outcome.

8. If You Remain Unhappy

If you are not satisfied with our response, please tell us and we will review the matter again.

If you are a consumer and remain dissatisfied after our final response, you may wish to seek independent advice. Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015.

Last updated: 02/10/2026

Last updated: 29/09/2026

FixConnect (“FixConnect”, “we”, “us” or “our”) respects your privacy and is committed to protecting your personal data.

This Privacy Policy explains how we collect, use, store and protect personal information when you visit our website, submit an enquiry, request an introduction to a heating professional, or otherwise use our services.

For the purposes of applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, FixConnect is generally the data controller of the personal data we collect and use in connection with our services.

Please read this Privacy Policy carefully so that you understand how and why we use your personal data.

1. Who We Are

1. FixConnect
2. Company address: 128 City Road, London, EC1V 2NX, United Kingdom
3. Company Registration Number: 16583428
4. Email: [email protected]
5. Telephone: 0330 912 2680

If you have any questions about this Privacy Policy or how we handle your personal data, please contact us using the details above.

2. Personal Data We Collect

Personal data means information relating to an identifiable individual.

Depending on how you interact with us, we may collect the following information:

Identity Data

This may include:

• Full name;
• Title; and
• Information you provide to identify yourself.

Contact Data

This may include:

• Telephone number;
• Email address;
• Property address;
• Postcode; and
• Other contact information you provide.

Property and Enquiry Data

When you submit a heating enquiry, we may collect information such as:

• The type of heating system you have;
• Boiler or heat pump make and model;
• The nature of the problem;
• Whether you require a repair, service, replacement or installation;
• Your preferred appointment or availability;
• Property type;
• Location;
• Information about previous heating work; and
• Any other information you provide about the heating requirement.

Technical Data

When you use our website, we may automatically collect certain technical information, including:

• IP address;
• Browser type and version;
• Operating system;
• Device information;
• Time zone;
• Website interaction information; and
• Other technical information generated when you use our website.

Usage Data

We may collect information about how you use our website, including pages visited, links clicked and interactions with forms or other website features.

Marketing and Communications Data

This may include your preferences regarding receiving marketing communications from us and your communication preferences.

3. How We Collect Your Personal Data

We may collect personal data through:

Information You Provide Directly

For example, when you:

• Submit an enquiry through our website;
• Complete an online form;
• Telephone or email us;
• Request a heating professional;
• Provide information about your heating requirements; or
• Communicate with us regarding an enquiry.

Automated Technologies

When you use our website, certain information may be collected automatically through technologies such as cookies, server logs and similar technologies.

Third Parties

We may receive personal information from third parties where this is lawful and appropriate, such as advertising platforms, website providers, analytics providers, technology providers or other businesses assisting us in generating or managing customer enquiries.

4. How We Use Your Personal Data

We use personal data only where we have a lawful basis to do so.

Depending on the circumstances, we may use your information to:

• Respond to your enquiry;
• Understand your heating requirements;
• Identify potentially suitable heating professionals;
• Introduce you to an independent heating professional;
• Pass relevant enquiry information to a Contractor so that they can contact you regarding your requested Works;
• Arrange or facilitate communication between you and a Contractor;
• Manage and administer our services;
• Communicate with you about your enquiry;
• Improve our website and services;
• Monitor and analyse website usage;
• Prevent fraud, misuse or other unlawful activity;
• Maintain records;
• Comply with legal and regulatory obligations; and
• Send marketing communications where we have a lawful basis to do so.

5. Sharing Your Personal Data With Heating Professionals

An important part of our service is connecting Customers with independent heating professionals.

When you submit a heating enquiry, we may share relevant information with one or more independent Contractors where this is necessary to provide the requested introduction.

This information may include:

• Your name;
• Telephone number;
• Email address;
• Property postcode or address;
• Details of your heating requirements; and
• Other information relevant to the requested Works.

The Contractor may then contact you directly to discuss your requirements, availability and pricing.

By submitting an enquiry for the purpose of being connected with a heating professional, you understand that your relevant contact and enquiry information may be shared with suitable Contractors for this purpose.

Contractors are responsible for their own processing of personal data once they receive your information and may have their own privacy policies.

6. Lawful Bases for Processing

We rely on one or more of the following lawful bases under UK data protection legislation:

Performance of a Contract

Where processing is necessary to provide a service you have requested or to take steps at your request before entering into a contract.

For example, processing your information to arrange an introduction to a heating professional.

Legitimate Interests

Where processing is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms.

This may include operating, maintaining and improving our website, managing enquiries, preventing fraud and administering our business.

Legal Obligation

Where processing is necessary for us to comply with a legal or regulatory obligation.

Consent

Where we ask for your consent to process your personal data for a particular purpose, such as certain forms of marketing or the use of non-essential cookies.

You can withdraw consent at any time where processing is based on consent.

7. Marketing

We may contact you about our services or related services where we have a lawful basis to do so.

Where applicable, we will ask for your consent before sending direct electronic marketing where consent is legally required.

You can opt out of marketing communications at any time by:

• Following the unsubscribe instructions included in marketing emails;
• Contacting us directly; or
• Using any opt-out mechanism provided in our communications.

Opting out of marketing will not prevent us from sending important service-related communications where these are necessary and permitted by law.

8. Cookies

Our website may use cookies and similar technologies.

Cookies are small text files placed on your device that can help websites operate, remember preferences and understand how visitors use the website.

We may use:

• Strictly necessary cookies required for website functionality;
• Analytics cookies to understand website usage; and
• Other cookies or similar technologies where permitted and, where required, with your consent.

Where consent is required, non-essential cookies will not be placed on your device unless you provide the necessary consent.

You can manage cookies through your browser settings and, where applicable, through our website’s cookie consent mechanism.

9. Third-Party Websites

Our website may contain links to third-party websites or services.

If you follow a link to another website, that website will have its own privacy policy and terms.

We are not responsible for the privacy practices, security or content of third-party websites.

We recommend that you review the privacy policy of any third-party website before providing personal information.

10. Data Security

We take reasonable and appropriate technical and organisational measures to protect personal data against:

• Unauthorised access;
• Accidental loss;
• Unauthorised alteration;
• Disclosure;
• Destruction; and
• Other unlawful or unauthorised processing.

Access to personal data is limited to people and organisations that have a legitimate business need to access it.

However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

11. Data Retention

We will retain personal data only for as long as reasonably necessary for the purposes for which it was collected, including to:

• Provide and administer our services;
• Maintain appropriate business records;
• Resolve complaints or disputes;
• Comply with legal, accounting and regulatory requirements;
• Establish or defend legal claims; and
• Prevent fraud or misuse.

The exact retention period may vary depending on the type of information and the reason it was collected.

When personal data is no longer required, we will securely delete it or anonymise it where appropriate.

12. International Transfers

Where possible, we will keep personal data within the UK.

Some of our technology, software or service providers may process information outside the UK.

Where personal data is transferred outside the UK, we will take appropriate steps to ensure that the transfer is lawful and that appropriate safeguards are in place in accordance with applicable data protection legislation.

13. Your Data Protection Rights

Depending on the circumstances, you may have the following rights under UK data protection law:

• Right of access - you can request a copy of the personal data we hold about you.
• Right to rectification - you can ask us to correct inaccurate or incomplete information.
• Right to erasure - you can ask us to delete your personal data in certain circumstances.
• Right to restrict processing - you can ask us to restrict how we use your information in certain circumstances.
• Right to object - you can object to certain types of processing, including direct marketing.
• Right to data portability - in certain circumstances, you can request your data in a structured, commonly used and machine-readable format.
• Right to withdraw consent - where we rely on your consent, you can withdraw it at any time.

These rights are not absolute and certain legal conditions and exemptions may apply.

14. How to Exercise Your Rights

If you wish to exercise any of your data protection rights, please contact us using the contact details provided above.

We may need to request additional information to verify your identity before responding to your request.

We will normally respond to valid requests within the timeframe required by applicable data protection legislation.

We will not normally charge you for exercising your data protection rights. However, we may be permitted to charge a reasonable fee or refuse a request where it is manifestly unfounded or excessive.

15. Complaints

If you have concerns about how we have handled your personal data, please contact us first so that we have an opportunity to investigate and resolve your concern.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent supervisory authority for data protection.

Further information about the ICO and how to make a complaint is available through the ICO’s official website.

16. Children’s Data

Our website and services are not intended for children.

We do not knowingly collect personal data from children without appropriate consent where such consent is required by law.

If you believe that a child has provided personal data to us, please contact us so that we can investigate and, where appropriate, delete the information.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology, legal requirements or business practices.

The latest version will always be made available on our website.

We recommend checking this page periodically to ensure that you are aware of any changes.

18. Contact Us

If you have any questions about this Privacy Policy, how we process your personal data, or wish to exercise your rights, please contact:

Last updated: 29/09/2026

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