Terms & Conditions
Ensure you review this document carefully, as it details the terms under which we engage with each other.
If you are not the owner of the equipment, it is crucial to obtain the owner’s permission before we can begin work.
Our services are provided from 9 am to 5 pm, Monday to Friday, unless we specify otherwise.
We will jointly decide the scope of the work. Once agreed, we will proceed at the earliest opportunity, depending on engineer availability.
Typically, our engineers handle the work. However, there may be times when we assign it to an approved contractor.
In cases of material defects, we will either repair or replace them at no extra cost. Any issues with our workmanship will also be rectified at no charge. For more information on your legal rights, contact your local Trading Standards Office or Citizens Advice Bureau.
The fee includes labour and parts necessary to resolve the original issue, as well as any additional faults found in the equipment during inspection.
Note that the quoted price does not cover repairs related to design issues or upgrades needed to bring your system or equipment up to current industry or legal standards.
If you choose to upgrade your equipment, we can do this for an extra fee, agreed upon in advance, depending on available resources, materials, and contractor time.
If your property’s earth wire setup does not meet Institute of Electrical Engineers Standards, we will advise on necessary corrections. The engineer will decide whether to proceed, and any additional costs will be communicated.
The cost of replacing a remote control is not included. If needed, we will confirm the cost with you beforehand.
Our ability to carry out repairs depends on the availability of required parts.
To make a claim you must call the number on our website and paperwork and we will send an engineer for a time that fits around you.
How We Use Your Data
We may share personal data as allowed or required by law, such as at the request of law enforcement or through a court order, to protect our legal rights and ensure system operations.
We may occasionally use third-party service providers to assist in delivering our services (e.g., call centres or in-person services). If a provider collects information directly, we will inform you, ensuring any disclosure is voluntary.
By using our services, clients agree to the electronic collection of data, which may include sensitive personal information, shared with us or third parties as described.
Clients have the right to correct any inaccuracies and view a copy of their personal information. If your details change, inform us to maintain accurate records, as we are not liable for issues arising from outdated information.
We may change our terms without notice. If so, we will send updated terms to your registered address, aiming to notify you where possible.
For questions or concerns, contact us at: BPN HOME SERVICES LTD , Office 1 Pebble Court, Macklin Road, PO22 8PQ, Company number 09311905
In line with the Data Protection Act 1998, we strive to follow strict security protocols to prevent unauthorized access.
Clients agree that we are not responsible for security breaches unless they result from our failure to implement adequate safeguards.
We are committed to protecting client data with reasonable measures.
Clients can request the termination of communications, leading to the deletion of their information from our system.
Refer to our full Privacy Policy in the menu.
Complaints Procedure
1. We aim to provide high-level customer service to all.
2. Submitting a Complaint: We handle complaints quickly, fairly, and with integrity. All complaints are confidential, and we use the findings to improve our services.
3. How to Submit a Complaint: Send complaints to Office 1 Pebble Court, Maklin Road, PO22 8PQ..
4. Anonymous Complaints: Anonymous complaints are processed using the same standards, though providing contact information allows us to inform you about the resolution.
5. Complaint Process: We review complaints within five (5) working days and acknowledge receipt. Management or a Director handles each complaint. We aim to resolve issues within 28 working days, although complex issues may take longer.
6. Timeliness: We encourage complaints to be submitted promptly after the incident to ensure timely resolution.
Refund Policy
Clients are entitled to an 18-day cooling-off period during which they may cancel without charge. After this period, a £35 fee applies if the application is not completed. Once full administrative services are rendered, refunds are not issued unless specified under our policies.
Cancellation Policy
You may cancel this agreement by giving written notice within 18 days of receiving our information, including terms and conditions, for a full refund. If our services have already involved significant resources, we may charge for incurred costs. Agreed refunds are typically processed within 5-10 business days.
For Vulnerable Adults or their representatives, our Vulnerable Adult Policy ensures a full refund if the service or policy is deemed unnecessary.
Vulnerable Adult Policy
We protect vulnerable adults by ensuring they are not intentionally enrolled in our services. If a service is sold to someone identified as vulnerable after the transaction, we offer a full refund.
Our team undergoes comprehensive training on how to engage with vulnerable clients. This is supplemented by ongoing monitoring and adherence to industry standards. We continually update our practices based on legal changes and input from organizations like Age Concern.
We maintain ethical standards, ensuring vulnerable adults are not taken advantage of. Management ensures compliance through quality assurance processes, safeguarding their interests.