What should I do if the engineer does not arrive at the agreed time for my service appointment?

We understand that it can be frustrating when the engineer doesn't arrive at the agreed time for your appointment. Our engineers face the challenge of planning their day while dealing with unforeseen circumstances that may cause delays or interruptions, such as traffic or van breakdowns.

We ask our engineers to proactively communicate with customers when their schedule is affected, but there are instances where this may not be possible.

If the engineer has not arrived at the agreed time, the quickest way to find out what has happened is to contact the engineer directly. You can find their contact details in your appointment confirmation email. We recommend giving the engineer some time to respond before escalating the issue to us. They may be dealing with unexpected circumstances and will make every effort to get back to you.

If the engineer has not contacted you by the beginning of the following day, please contact us, and we will investigate the situation. Our initial approach will be to try and facilitate communication between you and the engineer to update and rearrange the appointment. However, if we are unable to reach the engineer or if they miss more than two appointments, we will take the necessary steps to reallocate the job to another engineer