Customer Charter

CMA Heating Limited

Effective from: 18 May 2026 Last updated: 18 May 2026

Our Commitment to You

CMA Heating Limited is registered with the Government-endorsed Trustmark Quality Scheme (Firm ID 4152739) and is a member of the Renewable Energy Consumer Code (RECC, Member 00077140). This Customer Charter sets out the rights and responsibilities of our customers when engaging us to carry out heating, plumbing, or renewable energy work in their home or property.

This Charter complements, and should be read alongside:

• Our Terms and Conditions
• Our Privacy Policy
• Our Complaints Procedure
• The Trustmark Customer Charter (available at trustmark.org.uk)
• The Renewable Energy Consumer Code (available at recc.org.uk)

What You Can Expect From Us

When you engage CMA Heating Limited to carry out work, we commit to the following:

Identification and Transparency

• We will identify ourselves clearly, including our company name, registration details, and the name of any engineer attending your property
• We will hold and maintain the relevant registrations and certifications required for the work, including Gas Safe Register (952104), MCS (OFT-13900), OFTEC (13900), Trustmark (4152739), RECC (00077140), and Water Safe (144247)
• We will tell you openly if we intend to use any subcontractors or third parties on your work, and we will remain responsible for the works carried out

Fair Marketing and Sales

• We will not use high-pressure sales techniques
• We will observe any “no cold calling” zones, stickers, or requests
• We will not make misleading claims about our services, products, savings, or grant eligibility
• We will not request full payment in advance of starting any job
• Any deposit or staged payment requirements will be clearly set out in your written quotation or contract

Information and Advice

• We will provide clear information about the products and services available to you
• We will give you our honest professional opinion on what is suitable for your property
• We will inform you of any legal or technical consents (such as Building Regulations notifications or planning permissions) that may be required for the work
• Where relevant, we will explain available grant schemes, eligibility, and the application process
• We will explain the benefits of using a Trustmark Registered Business and RECC member

Quotations and Contracts

• We will provide a written quotation before any work begins, with clear pricing, scope, and timescales
• We will provide written terms and conditions in plain English
• We will provide a written contract before installation work commences
• We will explain your cancellation rights in writing where applicable

Carrying Out the Work

• We will arrive at agreed appointment times where reasonably possible. Where this is not possible, we will communicate with you as soon as practical
• We will perform the work with reasonable skill and care, in accordance with relevant regulations and manufacturer requirements
• We will keep you reasonably informed of progress during the work
• We will treat your property and possessions with respect, and leave the working area clean and tidy on completion
• We will treat you, members of your household, and any third parties at the property with courtesy and respect

Completion and Aftercare

• We will commission and test the work before leaving
• We will provide you with the necessary documentation, including any Building Regulations Certificate, Gas Safety Certificate, MCS Certificate, or commissioning documentation relevant to the work carried out
• We will register applicable manufacturer warranties and insurance-backed guarantees on your behalf
• We will explain how to operate, maintain, and look after your system
• We will advise on recommended annual servicing requirements

Complaints

• We will deal with any complaint promptly, fairly, and in line with our published Complaints Procedure
• We will provide access to alternative dispute resolution where applicable, in accordance with our Complaints Procedure
• We will co-operate fully with our Scheme Provider (RECC) and Trustmark in the event of any escalated dispute

Compliance

• We will comply with all relevant consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013
• We will comply with the Trustmark Code of Conduct, the Renewable Energy Consumer Code, and the requirements of our other certification schemes
• We will hold and maintain appropriate public liability and product liability insurance

What We Ask of You

A successful project depends on co-operation between both parties. In return, we ask that you:

Before the Work Begins

• Provide accurate information about your property, current heating system, and any known issues
• Confirm that you have the authority to commission the work (for example, if you are not the freeholder)
• Obtain any necessary permissions (such as freeholder consent, planning permission, or listed building consent) where these are your responsibility
• Verify that we are registered with the relevant certification bodies before instructing us — registration numbers are provided in our quotation and on our website
• Take independent advice where you consider it appropriate before signing a contract or making any significant decision
• Read and ensure you understand our quotation, Terms and Conditions, and contract before signing

During the Work

• Provide safe and reasonable access to the property at agreed appointment times
• Ensure the property is suitable and reasonably prepared for the works to commence
• Make available the utilities (electricity, water) reasonably required to carry out the work
• Remove or protect any valuable, fragile, or personal items in the working area
• Treat our engineers, staff, and any subcontractors with respect
• Be punctual for any agreed appointments and inform us in good time if you need to reschedule
• Not interfere with the work or attempt to operate equipment during the installation process
• Raise any concerns with us as soon as they arise, so that we can address them promptly

Payment

• Pay any agreed deposits and stage payments in accordance with your contract
• Pay the balance in accordance with your contract terms, typically on completion of the work
• Inform us promptly of any genuine concerns about completed work, rather than withholding payment without notice

After the Work

• Operate and maintain your system in line with our handover instructions and any manufacturer guidance provided
• Arrange annual servicing as required to maintain manufacturer warranties
• Contact us in the first instance for any concerns regarding our workmanship, before escalating elsewhere
• Follow our Complaints Procedure if you wish to raise a formal complaint

If Something Goes Wrong

We aim to deliver work that you are happy with. If something does not go to plan, please contact us as soon as possible. Most concerns can be resolved quickly and amicably with a direct conversation.

If you wish to raise a formal complaint, please refer to our Complaints Procedure, available on our website and on request. This sets out:

• How to make a complaint
• Our internal complaints process and timescales
• The independent escalation routes available to you, including Gas Safe Register, OFTEC, RECC, the Dispute Resolution Ombudsman (DRO), and Water Safe, depending on the nature of the complaint
• How to access alternative dispute resolution

For renewable energy installations covered by RECC, you have access to RECC’s mediation service and Renewable Adjudication Service. For all Trustmark-covered work, you have access to the Dispute Resolution Ombudsman as a final escalation route.

Contact Us

CMA Heating Limited Trading address: 3 St Matthew’s Avenue, Beccles, Suffolk, NR34 9PS Registered office: 7 Hungate, Beccles, Suffolk, NR34 9TT Phone: 07584 656823 Email: cma.heatingltd@outlook.com Website: cmaheating.co.uk

Our Registrations and Memberships

Document Control

CMA Heating Limited is a company registered in England and Wales. Company number 14997293. Registered office: 7 Hungate, Beccles, Suffolk, NR34 9TT.