Complaints Procedure
Version 1.3 · Last updated 24 September 2026
We want every customer, engineer and organisation to have a positive experience on LP247. This procedure explains how to raise a complaint and how we handle it.
1. How to complain
You can raise a complaint by email using the contact details shown on this page and in the site footer. Please include your name, contact details, the booking or engineer reference (if you have one), and a description of what went wrong. We will acknowledge your complaint within two working days.
2. What we handle
LP247 handles complaints about the platform itself — booking, payment, matching, engineer listings, and our service as a marketplace. Where a Gas Safe registered engineer is alleged to have carried out unsafe or poor-quality work, we will do all we reasonably can to assist, but the contract for the work is between you and the engineer and any claim for the quality or safety of the work is against the engineer. Engineers remain registered with and accountable to the Gas Safe Register.
3. Timescales
We aim to investigate and respond to complaints within fifteen working days of acknowledgement. Where a complaint is complex we will keep you updated and provide a final response as soon as reasonably practicable.
4. Alternative dispute resolution
LP247 is not currently obliged, and does not commit, to use alternative dispute resolution (ADR) to settle complaints. If we are unable to resolve your complaint to your satisfaction, we will signpost you to an appropriate ADR provider. Consumers may also submit a complaint via the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr, which can forward the matter to a certified UK ADR body.
5. Gas Safe Register
If your complaint relates to gas safety workmanship, you may also report it to the Gas Safe Register at gassaferegister.co.uk or on 0800 408 5500, which investigates gas work carried out by registered engineers. The Health and Safety Executive (HSE) handles reports of dangerous gas installations.
6. Regulators
For data protection complaints, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk. For consumer protection matters, you may contact the Citizens Advice consumer service. These rights are in addition to the steps set out above.