Complaints & Dispute Policy

1. Introduction

1.1 This Complaints & Dispute Policy ("Policy") explains how complaints and disputes are handled when using PlumbGo.live ("the Website") and the PlumbGo platform ("the Platform").
1.2 The Website and Platform are operated by PlumbGo Ltd (the Company), a private limited company registered in England and Wales under company number 17094157, with its registered office at 7 Moor Lane, Cleadon, Sunderland, England, SR6 7TN. After this first reference, PlumbGo Ltd is referred to as "the Company".
1.3 This Policy applies to all Users, including Homeowners and Engineers.

2. Definitions

In this Policy:

• "Homeowner" means any consumer using the Platform to locate or contact an Engineer.
• "Engineer" means any self-employed tradesperson using the Platform.
• "User" means any individual accessing the Website or Platform.
• "Complaint" means any expression of dissatisfaction relating to the Platform or a User's conduct.
• "Dispute" means any disagreement between a Homeowner and an Engineer relating to works, pricing, conduct, or service delivery.

3. Nature of the Platform

3.1 The Platform enables Homeowners and Engineers to communicate directly.
3.2 The Company does not:

• provide plumbing, heating, or related services;
• employ or engage Engineers;
• supervise or monitor works;
• set or enforce pricing;
• enter into contracts on behalf of Users.

3.3 Any agreement for works, pricing, attendance, or service delivery is strictly between the Homeowner and the Engineer.

4. Complaints About Engineers

4.1 If a Homeowner has concerns about an Engineer's conduct, communication, or behaviour on the Platform, the Homeowner may report the issue to the Company at support@plumbgo.live.
4.2 The Company may review the complaint and, where appropriate:

• request further information;
• issue warnings;
• suspend or terminate the Engineer's account;
• take any other action deemed necessary to protect Users.

4.3 The Company does not investigate or assess:

• workmanship;
• pricing disputes;
• delays or cancellations;
• quality of service;
• contractual disagreements.

These matters must be resolved directly between the Homeowner and the Engineer.

5. Complaints About Homeowners

5.1 Engineers may report inappropriate or abusive behaviour by a Homeowner to support@plumbgo.live.
5.2 The Company may review the complaint and, where appropriate:

• issue warnings;
• restrict access;
• suspend or terminate the Homeowner's account.

5.3 The Company does not intervene in disputes relating to:

• payment for works;
• cancellations;
• access issues;
• dissatisfaction with outcomes.

These matters must be resolved directly between the parties.

6. Disputes Between Homeowners and Engineers

6.1 The Company is not a party to any contract between a Homeowner and an Engineer.
6.2 The Company does not mediate, arbitrate, or resolve disputes relating to:

• workmanship;
• pricing;
• delays or non-attendance;
• damage or loss;
• refunds;
• guarantees or warranties.

6.3 Users must resolve such disputes independently.

7. Evidence and Documentation

7.1 The Company may request evidence when reviewing conduct-related complaints, including:

• screenshots;
• messages exchanged on the Platform;
• photographs;
• relevant documentation.

7.2 The Company is not required to make findings of fact and may take precautionary action where appropriate.

8. Real-Time Availability

8.1 Real-time availability displayed on the Platform is provided for general informational purposes only.
8.2 It does not guarantee that an Engineer is available, able to respond, or willing to accept a job.
8.3 Complaints relating to perceived "guaranteed availability" will not be upheld.

9. Abuse of the Complaints Process

9.1 Users must not submit false, misleading, or malicious complaints.
9.2 The Company may suspend or terminate accounts where the complaints process is misused.

10. How to Submit a Complaint

10.1 Complaints must be submitted to support@plumbgo.live.
10.2 The complaint should include:

• your name;
• your contact details;
• details of the issue;
• any supporting evidence.

10.3 The Company aims to acknowledge complaints within a reasonable timeframe.

11. Company's Role and Limitations

11.1 The Company's role is limited to managing conduct on the Platform.
11.2 The Company does not:

• assess the quality of works;
• determine liability;
• enforce agreements;
• provide compensation;
• intervene in financial disputes.

12. Changes to This Policy

12.1 The Company may update this Policy from time to time.
12.2 The latest version will be published on the Website.

13. Governing Law

13.1 This Policy is governed by the laws of England and Wales.
13.2 The courts of England and Wales have exclusive jurisdiction.