Last updated: 17 September 2026
We work hard to get every job right, but if something has gone wrong we want to know, so we can put it right quickly. This page explains how to complain and what happens next.
If it is a gas emergency
If you smell gas or suspect carbon monoxide, don’t wait to make a complaint. Leave the property, and if it is safe to do so, turn off the gas at the meter. Then call the National Gas Emergency Service on 0800 111 999, which is free and open 24 hours a day.
Step 1: Tell us
Contact us in whichever way suits you:
- Phone or WhatsApp: 07555 305402
- Email: apexgasandheating25@gmail.com
- Post: Apex Gas & Heating, 115 Spring Plat, Crawley, West Sussex, RH10 7DF
Please tell us your name, the property address, the date of the work, what went wrong, and what you would like us to do to put it right. Photos are helpful if you have them.
Step 2: What we will do
- We will acknowledge your complaint within 5 days.
- We will look into it, which may include speaking to the engineer involved and arranging a visit to inspect the work.
- We will give you our full response within 14 days of receiving your complaint. If we need longer, for example to get a manufacturer involved, we will tell you why and when to expect our answer.
- If we find that our work was at fault, we will put it right at no cost to you.
Step 3: If you are still not happy
If you are not satisfied with our response, ask for your complaint to be reviewed by the business owner, who will reply within 14 days.
Step 4: Independent help
If we cannot resolve your complaint between us, you can ask an independent organisation for help:
- Alternative dispute resolution (ADR): you can refer your complaint to Qure Group, an alternative dispute resolution provider approved by the Chartered Trading Standards Institute for home maintenance and improvement services. We are willing to use Qure Group to help resolve disputes we cannot settle directly. Visit quregroup.co.uk or call 0800 211 8000. You will need to have completed our complaints process first.
- Gas Safe Register: if you are concerned about the safety or standard of gas work, the Gas Safe Register can investigate. Visit gassaferegister.co.uk or call 0800 408 5500.
- Manufacturer warranty: for a fault with a boiler or part covered by a manufacturer’s warranty, we will help you raise a claim with the manufacturer.
- Citizens Advice consumer helpline: for free, impartial advice on your rights, visit citizensadvice.org.uk/consumer.
- Your personal information: for complaints about how we handle your data, see our privacy policy. You can also contact the Information Commissioner’s Office at ico.org.uk.
Our commitment
Making a complaint will never affect the service you receive from us. We keep a record of every complaint and what we did about it, and we use them to improve how we work.