247 Home Rescue (boiler repair cover)

macman

People need to read the policies before they contract to these schemes. Nowhere on their contract can I see that they guarantee a response time. It could be next day (maybe in summer when quiet), or it could be two weeks or more. 
It is not a emergency callout service, and is not promoted as such. The only thing that is 24/7 is the call centre, not the RGI's.

Alderbank

sheramber said:

Yhat may be so but the OP expected TS to act and I was pointing out that unless they receive complaints they are not going to be taking any action. 

That's a bit unfair.
They don't just sit around waiting for complaints, almost all of their work is proactive.

They visit local traders to do routine checks, take samples of goods for testing, check that weighing scales and measures are accurate, check that food labelling is correct and advertising is not misleading.

Many of the things they prosecute for, like giving short measure or selling adulterated foods, consumers are blissfully unaware of and never complain about.

andrewlya

sheramber said:

You are sure somebody else has done so , but you have not. Why do you think others would if you don’t?

How do you know I won't, I have to go through the right channels 1st i.e. formal complaint to the company. There is an order of things in this process. 

andrewlya

macman said:

People need to read the policies before they contract to these schemes. Nowhere on their contract can I see that they guarantee a response time. It could be next day (maybe in summer when quiet), or it could be two weeks or more. 
It is not a emergency callout service, and is not promoted as such. The only thing that is 24/7 is the call centre, not the RGI's.

It is not the timing I am complaining about, it is taking our paying for 5 years and refusing two claims knowing full well the make and the age of the boiler. Also, insisted on  anew boiler when the current one is fine as confirmed by an independent gas engineer 

Diver22

You asked for some consumer rights advice which seems to have generated anything but.

im no expert, but here is what I would do. Reword your letter if you haven’t already sent it, outlining the facts only (they are notinterested in your feelings). Request the refund of all payments made on the basis that they did not perform their side of the agreement to repair your mum’s boiler, and provided a spurious reason for doing so. Give them a time limit to refund, warning that failure to refund will result in legal action.

if they do not respond and make refund to your satisfaction, send second letter with further time limit and warning that further failure will result in legal action without further notice.

if they fail to respond again commence small claims procedure. 

Suggest in each instance you give them two weeks to refund,so afterv4 weeks you commence small claims.