Professional Documents
Culture Documents
britishgas.co.uk/business
Contents
1.
2.
4.
11
5.
13
6.
16
7.
Annual
Service
20
CarePlan 1
24
CarePlan 2
9.
25
CarePlan 2S
FS
CarePlan 3
CarePlan 3S
FS
Unlimited
callouts
Parts
included
Appliance
(A) or Full
System (FS)
covered
A
4. General Conditions
Cancellation
4.1 Your Cancellation Rights
You may cancel Your CarePlan
Agreement at any time as long as You
let us know by calling 0845 071 4444
or by writing to us at:
British Gas Services (Commercial)
Limited, Bradmarsh Business Park,
Rotherham, S60 1BY.
Cancelling Your Direct Debit without
contacting us will not mean You have
cancelled Your Agreement with us. If
You cancel Your Agreement and have
been paying by Direct Debit, You will
need to contact Your bank to arrange
cancellation of Your Direct Debit.
If You cancel within the first 14 days,
If You are a Consumer, You are entitled
to a fourteen day cooling off period.
However, by signing this Agreement,
You consent to us starting work before
the cooling off period ends. If You
cancel Your agreement after work
has started, we will charge You our
reasonable costs for;
Appliance repairs
115
Annual Service
75
27*
Landlord Gas
Safety Record
50
Type of work
completed
Other Charges
Administration
Charge (not
applicable if You
are a Consumer
and cancel during
Your fourteen day
cooling off period.)
20
12
14
16
18
20
6.8 Complaints
We will always aim to do our best but
unfortunately there may be times when
things go wrong. If You do have a
complaint about any part of our service
or Your products please telephone us
on 0845 071 4444 or write to us at:
British Gas Services
(Commercial) Limited
Bradmarsh Business Park
Rotherham S60 1BY
Or email us at
BGBCScustomerrelationsteam@
britishgas.co.uk
We will try and deal with the matter
immediately but if we cant then we will
keep You regularly informed about the
progress of our investigation.
A copy of our complaints handling
policy is available on request.
21
23
Experian
Consumer Help Service
PO Box 8000
Nottingham NG80 7WF
Phone: 0870 241 6212
experian.co.uk
Equifax Plc
Credit File Advice Centre
PO Box 1140
Bradford BD1 5US
myequifax.co.uk
Dunn and Bradstreet UK
Marlow International Parkway
Marlow SL7 1AJ
Phone: 0870 243 2344
dnb.co.uk
7.8 If You give us information on behalf
of someone else, You confirm You have
given them the information set out
in this document, and that they have
given permission for us to use their
personal information to be used in
the way we have described in clauses
7.1 to 7.2. If You give us sensitive
information about Yourself or others
(such as health details or details of
any criminal convictions of members
of Your household), You agree (and
confirm that the person the information
is about has agreed) that we can use
this information in the way set out in
this document.
You are entitled to have a copy of
the information we hold on You and
to have any inaccurate information
corrected. We may charge a small fee
for providing a copy of any information
we hold about You. For more
information about this please contact:
24
Privacy Unit
Lakeside West
30 The Causeway
Staines TW18 3BY
25
Service Expectations
Q. How will I know what the
engineer has done at my First
Service, Annual Service or
breakdown?
A. Our engineer will fill in a checklist
which we will send to You shortly after
Your visit as a record of what has been
checked or repaired. The engineer will
explain this to You and will answer any
questions You may have.
Q. My new Agreement includes
aFirst Service, when will this
takeplace?
A. We aim to carry out this service
within 28 days from the beginning of
Your Agreement. However, as we give
priority to breakdowns, on occasions
it can be later if there is a lot of
demandfor our services, especially in
colder periods.
Q. I havent had my First Service yet,
but my appliance has broken down.
Can I call straight away?
A. Yes, simply call our breakdown
helpine on 0845 071 4444 and we
will arrange for an engineer to visit
You. If the engineer determines that
the fault was pre-existing before the
Agreementcommenced, than this
repair may be chargeable.
Q. I think my Annual Service is due
but I havent heard from You?
A. On or around the anniversary
date of Your last Annual Service we
will contact You in writing, email or
by telephone to arrange a suitable
appointment. On occasions this
may happen earlier or later than
You expect,if there has been, or we
expect there to be, a lot of demand
forbreakdown repairs.
26
Miscellaneous
Contact us
If theres a breakdown, were
availableto call 24 hours a day
on0845 071 4444
To switch Your gas and electricity call
0845 026 4659 (8.30am-5pm Monday
to Friday)
If You have a question or comment
about British Gas CarePlan, call us
on0845 071 4444 or visit
britishgas.co.uk/business
If Youre moving and want to take Your
British Gas CarePlan agreement with
You call 0845 071 4444
For great value on a new energyefficient boiler call 0845 071 4444
If You smell gas telephone the free
National Grid emergency service
immediately on 0800 111 999
Your call may be recorded and/or
monitored for quality assurance and
compliance purposes
A Centrica business
A Centrica Business British Gas is a
trading name of British Gas Services
(Commercial) Limited. Registered in
England No. 03584156 Registered
Office: Millstream, Maidenhead Road,
Windsor, Berkshire SL4 5GD.
0827/03/15