Last updated: 5 October 2026

Complaints Policy

Our commitment

We aim to deliver a high standard of workmanship and customer service on every job, and the vast majority of our work is completed without a problem. If something falls short of what you expected, we want to hear about it so we can put it right. This section explains how to raise a complaint and what you can expect from us.

How to make a complaint

You can contact us by phone on 0131 392 8722, by email at info@sdplumbingandheating.com, or in writing to Heatflow Plumbing Ltd t/a SD Plumbing & Heating, 16 Ashley Pl, Edinburgh EH6 5GB. To help us deal with your complaint quickly, please include:

  • your name and the best way to contact you;
  • the address where the work was carried out;
  • a clear description of the problem and what outcome you are looking for;
  • any supporting information, such as photos, your quote or invoice, or details of the engineer who attended.

What happens next

  • We will acknowledge your complaint within 5 working days of receiving it.
  • A manager will investigate, review the work and any records, and may contact you for further information.
  • We aim to give you a full written response within 14 working days. If the matter is complex or needs parts or a site visit, we will keep you updated and provide our final response within 8 weeks.
  • Where a fault is our responsibility, we will arrange to put it right as quickly as possible at no additional cost to you.

If you’re still not satisfied

We hope we can resolve any complaint directly with you. If you are not happy with our final response, you can escalate it with the relevant body:

  • SNIPEF — we are members of SNIPEF, Scotland’s plumbing and heating trade association. You can ask SNIPEF to review the dispute.
  • Gas Safe Register — for concerns about gas work or gas safety, contact Gas Safe Register on 0800 408 5500 or visit gassaferegister.co.uk.
  • Finance — if your complaint concerns finance arranged through us as an introducer for Ideal4Finance, you can refer it to Ideal Sales Solutions Ltd (FRN 703401). If it is not resolved within 8 weeks, you can refer it to the Financial Ombudsman Service on 0800 023 4567 or at financial-ombudsman.org.uk.
  • Data protection — see the privacy policy below for how to complain to the Information Commissioner’s Office.

Privacy Policy

Who we are

Heatflow Plumbing Ltd, trading as SD Plumbing & Heating (“we”, “us”, “our”), is the data controller responsible for your personal information. We are registered in Scotland, with our office at 16 Ashley Pl, Edinburgh EH6 5GB. You can contact us at info@sdplumbingandheating.com or 0131 392 8722.

We are committed to protecting your privacy and handling your information in line with the UK GDPR and the Data Protection Act 2018. This policy explains what information we collect, why we collect it, and the rights you have over it.

Information we collect

  • Identity and contact details — such as your name, phone number, email address and postal address.
  • Job details — the address where work is needed, details of your property, boiler or heating system, and the services you are interested in.
  • Enquiries and communications — messages you send us through our website forms, by phone, email or social media.
  • Financial information — where you ask us to arrange finance, the details needed to pass your application to our finance partner. We do not make lending decisions.
  • Payments and accounting — records of quotes, invoices and payments.
  • Website and technical data — such as your IP address, device and browser type, the pages you view and how you reached our site (see “Cookies and analytics” below).

How we use your information

  • to respond to your enquiry and provide a free quote;
  • to arrange and carry out work, including scheduling our engineers;
  • to order parts and materials, and to manage guarantees and servicing reminders;
  • to process payments and keep proper accounting records;
  • to pass a finance application to our finance partner when you ask us to;
  • to send you marketing where you have agreed to it — you can opt out at any time;
  • to improve our website and services, and to keep records to prevent and detect fraud;
  • to meet our legal and regulatory obligations.

Our lawful basis

  • Contract — to provide the services you have asked us for.
  • Legal obligation — for example, accounting and gas safety records.
  • Legitimate interests — running and improving our business, responding to enquiries and preventing fraud.
  • Consent — for marketing emails and non-essential cookies. You can withdraw your consent at any time.

Who we share it with

We only share personal information where it is necessary. This may include our engineers and trusted subcontractors, suppliers and merchants, payment providers and our accountants, our finance partner Ideal4Finance (Ideal Sales Solutions Ltd) when you ask us to arrange finance, and the IT, hosting, email and analytics providers that support our business. We may also share information with HM Revenue & Customs or other authorities where the law requires it. We do not sell your personal information.

Cookies and analytics

Our website uses cookies and similar technologies. Essential cookies are needed for the site to work. We also use analytics and advertising tools — Google Analytics, Google Tag Manager, Google Ads and the Meta (Facebook) Pixel — to understand how the site is used and to measure our advertising. These may set cookies and share data with those providers.

You can control or delete cookies in your browser settings, and you can opt out of personalised advertising through your Google and Meta ad settings.

How long we keep it

  • Enquiries that do not lead to work — kept for up to 24 months.
  • Customer, job and guarantee records — kept for as long as needed to honour guarantees, and accounting records for 6 years.
  • Marketing consent records — kept until you opt out, or as long as the law requires.

Your rights

Under the UK GDPR you have the right to:

  • access a copy of the personal information we hold about you;
  • ask us to correct information that is inaccurate or incomplete;
  • ask us to delete your information in certain circumstances;
  • restrict or object to how we use your information;
  • ask us to transfer your information to another provider;
  • withdraw consent where we rely on it;
  • complain to the Information Commissioner’s Office.

To exercise any of these rights, please contact us using the details below. We will normally respond within one month. You have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Keeping your data secure

We use appropriate technical and organisational measures to protect your information, including access controls, secure storage and reputable service providers. No method of transmitting information over the internet is completely secure, but we take our responsibilities seriously and review our practices regularly.

Changes to this policy

We may update this policy from time to time. The latest version will always be available on this page, with the date it was last updated shown at the top.

How to contact us

For any question about this policy or how we handle your information, email info@sdplumbingandheating.com, call 0131 392 8722, or write to us at 16 Ashley Pl, Edinburgh EH6 5GB. Please mark data-protection enquiries as “Data Protection”.