Terms & Conditions
The Commercial Giant
Terms and Conditions
Welcome
Thank you for purchasing your cover with The Commercial Giant. We welcome you to our 24-hour, 365 days a year service. We are an independent Home Emergency provider based in the UK, with a network of Gas Safe Registered engineers.
Our Home Emergency Cover meets the needs and demands of all individuals wishing to ensure that they are fully covered in the event of a breakdown. Much like any membership plan, not all situations and criteria can be met, so we recommend that you read our terms and conditions to ensure that you have chosen a level of cover that is specific to your needs.
Definitions and general notes are described on the following pages to assist with understanding the complete document.
Welcome to The Commercial Giant
We thank you for choosing us and becoming an official member of our Utility Club.
We highlight that it is your responsibility to read our terms and conditions thoroughly to ensure you are provided with the significant information.
The Commercial Giant provides service plans for homeowners and landlords.
If you need to make a claim against your policy in accordance with what your plan covers or have a query about a claim, or if you would like to book in your boiler service, please get in contact with us.
Please call us on our 24- hour claims line on: 07961209361
If you are deaf, hard of hearing, or speech impaired, please email cs@thecommercialgiant.co.uk.
This email must contain your full name, your plans cover number, full home address and reason for the claim. We recommend giving us as much information regarding the claim as possible.
Any questions?
Please feel free to get in contact with us regarding any queries you may have.
Telephone: 07961209361
Email: cs@thecommercialgiant.co.uk
Opening hours are Monday to Friday, 9am-5pm with our Emergency Breakdown Line available 24/7.
Website: www.thecommercialgiant.co.uk
Please ensure that you provide us with your Full Name, Plan Cover Number, Contact Details, and Address.
Registered Company Number: 15880915
Registered Office Address: 4 Yelverton Road, Bournemouth, BH1 1DF
Introduction
All information given to you in this document provides the basis of your service plan agreement with us. We hope that this document assists you in exactly understanding the extent of cover provided in your service plan agreement.
Take your time in understanding this agreement, your specific plan and the various details of cover for emergency repairs. Please see your specific plan to understand your level of cover. If you have any queries, please contact our customer service team immediately on 07961209361
This is not a contract of insurance, a guarantee, or an insurance policy. For the evasion of reservation, this is an agreement for the provision of specific services supplied at our absolute sole discretion.
Please note that as a Company, we do not replace complete boiler units. Under this service plan agreement, any benefits shall be granted solely at the absolute discretion of these service providers, and in accordance with the specified terms and conditions. The service providers reserve the right to limit or provide any benefits as they see fit.
All terms and conditions for our service plans are written in English and all of our correspondence will be in English. Your service plan is governed by the laws of England and Wales.
Definitions
Precise words in our plan have a specific meaning and all definitions are described below.
Anniversary/Renewal Date: This date is recurring every year, 12 months after the start date. Our duty is to send you the renewal notification 2-4 weeks before your plan is due to be renewed.
Annual Boiler Service: Every 12-month period you are due a boiler check in, to ensure that your gas boiler, appliance, central heating and ventilation is working in full safety and in correct line with relevant laws and regulations.
We will book in and complete your service if you have contacted us to arrange it. If you have the annual boiler service in your plan, we will complete this service between April and September every year.
Authorised Representative: A representative is a person whom is appointed by you to deal with your service plan on your behalf. You must, at your earliest convenience, notify us if you wish to appoint a person to do this.
Beyond Economical Repair (BER): Our approved engineer will attend and diagnose your boiler concern. If, in the opinion of our engineer, the repair price is more than reasonable, your boiler will be seemed as ‘Beyond Economical Repair’. This is if your boiler is seemed more cost efficient to replace than repair.
Booking Fee: This is the amount that is payable before an annual boiler service or any other repair is completed.
Breakdown: An unexpected and sudden malfunction, which often has the outcome of the unit, or system, no longer working correctly.
Claim: An application for assistance. This request can be cancelled by you. When you wish to make a claim, you, or your authorised representative, must contact us as soon as possible via telephone or email.
Claim Limit: Every claim has a maximum amount payable by us. This includes parts, labour and materials (Including VAT).
Domestic Boiler & Central Heating System: This policy covers the domestic boiler and central heating system in your home, including all manufacturer-fitting components within the boiler such as the pump, motorized valves, cylinder thermostat, time and temperature controls, radiator valves, pipework, feed and expansion tank, and primary flue. The system must be powered by natural gas or LPG from the appliance isolating valve. We do not cover commercial boilers or those with an output exceeding 70kW/hr. There is a mandatory excess of £100 for any authorized claim on boilers 11 years of age or older.
Emergency: A rapid and unforeseen event, which if not dealt with swiftly could cause further issue or damage. This is a circumstance in which is rational to call our helpline. This option is if the event renders the home as unsafe, causing excessive damage to your property, causes potential personal risk to you or causes a general health and safety risk.
Engineer: We provide you with a Gas Safe Registered Engineer, as well as plumbers, drainage experts, or any other skilled repair professionals that you may need.
Exclusions: Any circumstances in which we will not provide cover against any claim or loss.
Excess/fixed fee: This is the amount which is payable by you before we can send an approved engineer to attend your property and approve a claim.
Kindly be aware that for any callouts made within the initial 90 days of coverage, the outstanding premiums for your service plan, along with any mandatory excess listed on your plan schedule, will be required.
Home: Your Primary and permanent residence in the UK mainland consists of a private dwelling utilized for domestic purposes, excluding garages, gardens, outbuildings, and swimming pools.
Landlord: An individual who owns a property but they do not occupy the address. Property is occupied by a tenant or a friend/family member.
Monthly Premium/Payment: If you opt for monthly payments, from the start date, the specified premium must be paid by you each full calendar month. This ensures that the coverage remains active in accordance with the terms and conditions of this policy, with payments collected through direct debit.
Non-Emergency: An occurrence that is not foreseen as an emergency. Examples may include, but are not limited to, one non- working radiator, water is not as hot as it could be, toilet constantly running water, a dripping tap, and boiler is making noise but it still functioning.
Operating Hours / Out of Hours: Between 9.30am – 5.00pm Monday to Friday. Our 24-hour Emergency Claims Line is available out of hours for emergency situations only.
Plan Schedule: At the start of your plan we will send you a policy along with a welcome pack. This will confirm all of your details, the start and end dates, as well as your level of cover that has been agreed.
Remedial Work: This work originates from boiler service or repair appointments. The engineer will inform us of potential enhancements for your boiler or appliance that, while not essential for its repair, can enhance its efficiency or lifespan. Such improvements are not included in our service plan.
Security Payment: A discretionary payment of £75 is required when a claim is submitted, particularly in cases where there is ambiguity regarding its coverage under our service terms. Should the engineer determine that the fault is indeed covered after assessment, this payment will be refunded. Conversely, if the engineer concludes that the fault is not covered, the fee will not be refunded. Failure to pay this fee will lead to the denial of your claim.
Service Plan: The service plan is a 12 month plan, and not a contract of insurance. Your welcome pack will include your agreement of your cover plan with us. This agreement is strictly between yourself, and The Commercial Giant.
Sludge: Appears in your boiler or central heating system. It is a natural build- up of deposits and it corrodes over time.
Start Date: As you will see in your plan schedule, it is the confirmed date in which your service plan started.
Trace & Access: Your leak should be identifiable. Your cover does not include us having to locate the link or investigating the location. If the source of the leak it not clear, or identifiable, your claim will be declined.
Waiting Period: From the start date of your plan, any issues that arise within the first 28 days are unable to be claimed for.
Warm-air Unit: Your home is heated from warm air flowing vents, opposed to hot water flowing through radiators.
Work: Any service or repair effort that we may carry out in your property. Must relate to the systems, or appliances in which are detailed in your service plan.
We / Us / Our: The Commercial Giant and our Claims Handler.
You / Your / Plan Holder / Additional Plan Holder: The individuals designated in this service plan and listed on the schedule as plan holders are recognized as such. An additional plan holder is permitted to modify the plan or submit claims on behalf of the primary plan holder. To include an additional plan holder in your plan, please reach out to us. If an individual not listed on your plan contacts us regarding it, we will be unable to discuss any details or process claims.
Payments and Prices
As a Company, we will calculate the overall cost of repair. The total includes all parts and labour, including VAT, required to repair the boiler, or appliance.
• For boilers and appliances that are 1-6 years old, if the total repair cost exceeds 60% of the current retail price (including VAT) of an equivalent replacement boiler from reputable UK suppliers, it may be classified as beyond economical repair, and we will be unable to proceed with the repair.
• For boilers and appliances that are 7-10 years old, if the total cost of the repair exceeds 40% of the current retail price (including VAT) of a comparable replacement boiler from leading UK suppliers, it will be considered beyond economical repair, and we will be unable to proceed with the repair.
• For boilers and appliances aged 11 years or more, if the total repair cost exceeds 20% of the current retail price (including VAT) of a comparable replacement boiler from leading UK suppliers, it will be considered beyond economical repair, and we will be unable to proceed with the repair.
If we determine that your boiler or appliance is beyond economical repair, we will inform you that a new boiler or appliance is necessary; however, no contribution will be provided.
Payments, whether on a monthly, quarterly, or annual basis, should be processed via direct debit when they are due for that particular month. The acceptance of alternative payment methods or structures is at our discretion and hinges on the availability of the systems we offer, which may vary over time. All prices are fully NET, and all monthly, quarterly, and annual payments must be made on the specified day via direct debit. This should occur without any discounts, reductions, or deferrals due to disputed, unless we provide different instructions in writing.
Your coverage will end if the payment instalment is not received by the due date. We reserve the right to halt any additional deliveries or services until all due payments or the complete payment for the service plan has been received. If we offer you a service and you fail to make a payment, you must settle the total amount due upon receiving the invoice. We reserve the right to charge the unpaid balance that is owed through a pre-authorization using a credit or debit card. These payments are scheduled for the next available date, and you will get a notification once they are processed via our banking system. If a payment is not made in any given month, coverage will terminate retroactively from the last day of the month prior to the failed payment date.
Your service plan begins on your schedules start date, which is outlined in your welcome pack. This will remain active as long as you provide your monthly, quarterly, or annual payment. The coverage provided by this service plan will remain in effect indefinitely, lasting until either you decide to cancel or we do.
Renewal of Your Service Plan
On the anniversary of your service plan, we will reach out to inform you about any modifications regarding your coverage or premium. Your renewal date will be 12 months from your start date, and we will attempt to contact you 2-4 weeks prior to this. We maintain the authority to modify your premium based on fluctuations in the expenses associated with offering coverage. Factors such as your claims history and any applicable tax changes will be taken into account during this assessment. The renewal of this plan may be declined at our discretion. You will be given a minimum of 14 day’s notice if we choose not to extend your plan, and any modifications made to your plan or our conditions, you may terminate your plan without any charges during the 14- day cooling off period. The 14 day cooling off period starts from the date of your renewal notification.
If you do not make a payment by the due date, your service plan will be put on hold, and you will not be able to file a claim. Our internal procedure involves informing you about the unsuccessful collection either by phone or in writing, allowing you to settle the outstanding payment. Failure to pay the amount requested will result in the suspension of your plan, and you will still be responsible for any premiums that are due and unpaid until the renewal date of your service plan. Refer to the section titled, ‘Cancelling your cover’ in this document for more information.
What is covered-
If a covered event transpires in your home, we will;
Guide you on the steps to safeguard yourself and your home.
Assist in scheduling a visit from an authorized engineer to your residence.
Arrange and cover the expenses for offering support, not including any amount above the claim limit for each claim, along with VAT, in accordance with the terms and conditions of your service plan. If an approved engineer carries out a permanent repair under your service plan, we will provide a guarantee for the completed work for 14 days starting from the date of the claim. Should the same issue occur again within a 14-day period, any relevant deposit, excess, or booking fee will be waived.
What is not covered-
Your coverage is limited by specific exclusions and conditions. Kindly review them thoroughly to confirm that this service plan aligns with your needs. We want to ensure that you do not find out after an event occurs that it is not included.
If you need help that isn’t included in your plan, please reach out to us, and we can offer coverage for a fee.
We have outlined the primary restrictions of the coverage in the ‘Cover provided’ (CHECK) section of your service plan to assist you in understanding them. No events occurring within the initial 28 days following the start date of the service plan are included in the coverage.
Annual Boiler Service
Kindly check your plan schedule to determine whether an annual boiler service is part of the package and for the amount due for the booking fee. Each year of the plan you need to reach out to use to schedule a visit to your home for an inspection of your boiler and central heating system.
Annual boiler services are conducted solely from April to September each year as part of your plan. We will be unable to finish it if you reach out to us beyond these months. Before scheduling your boiler service, it is essential to reach out to customer services if your boiler has accessibility issues or other problems. This is because our engineer might not be able to perform the service if repairs are necessary.
Your boiler service check will consist of the following:
All safety devices will be checked
Flues and terminals check
Gas pressure and heat input
Operating pressure reset
Combustion fan check
Heat exchangers check
Gas and water seals check
Burners check/ Clean
Ignition System Check
Combustion performance test (Where possible)
Controls check
Ventilation check
Heating Controls
Energy efficiency advice
All boilers are maintained following Gas Safe regulations, and the specific service procedures can differ based on the type of appliance. Should we discover maintenance issues or faults, we will inform you about the necessary corrective actions. Your ability to make a claim may be impacted if the remedial work influences other parts of your service plan.
You must make sure that any necessary corrective work is finished and to supply all the evidence that the task has been completed to the correct standard. If our engineer identifies safety concerns, they will adhere to the gas industry safe procedures related to situations. This may indicate that the boiler cannot be operated until the problems are fixed.
You are entitled to a yearly boiler service. You can reach out to us by phone or by completing the online claims form. If you do not reach out to us, we will take it as a sign that you do not want an annual boiler service appointment. In such cases, no reimbursement will be granted.
Please kindly be aware that boilers powered by electricity, liquid petroleum gas (LPG), solid fuel, oil fuel, back boilers, and those that serve dual purposes, are not included in this service plan.
The protection outlined in the sections below is included in your service plan due to a covered event taking place at the house. The advantage provided by your service plan is restricted to the claim limit outlined in your plan schedule. At the time of buying your service plan, you selected which areas of coverage listed below you need. Cover is given only if you chose the cover section and made the necessary payment for the premium. The portions of coverage relevant to your service plan have been verified.
We will not pay more than the claim limit for any single claim, which includes the callout fee.
Fees, work, components, and supplies are included. You are liable for covering any additional charges under the service plan or if the expenses exceed the cost of repair surpass the advantages offered by the service plan.
Domestic Boiler & Central Heating
It is essential to supply proof that your boiler has received maintenance as outlined by the manufactures. To provide us with your specifications or instructions, please send a copy of your boiler service certificate via email or post prior to the engineer being dispatched to your location. In the absence of this evidence, you might need to pay £80.00 prior to having an engineer dispatched to your location. A mandatory excess of £100.00 applies if your boiler is 11 years of age or older.
What is included-
We are here to help you and will cover the cost of the call out and labour. Additionally, depending on your plan, we will also take care of the parts and materials needed, fixing or addressing urgent leaks inside, or the failure of your central heating system and/or your home boiler. Your insurance might also cover non-urgent repairs for your central heating system and/or your home boiler. Kindly review your planned schedule for complete details on claim limitations, including information about the parts and associated fees.
What is not included-
Boilers necessitating expert services include the Potterton Powermax, Elm Le Blanc, and Chaffoteaux Britany Combi Warm Air.
Heating systems include electric units, boilers powered by liquid petroleum gas (LPG), solid fuel or oil-fired boilers, back boilers, and those designed for dual purposes.
boilers (or any fuel source besides natural gas).Any general maintenance.
Intermittent issues that cannot be pinpointed during the engineers visit.
Damage or any issues resulting from deposits of hard water scale.
Removal of hard water scale or sludge from the system covered by the insurance.
Consistent pressure problems that stem from insufficient or improper maintenance,
Inadequate care, or disregard for your boiler and heating system according to the safety guidelines and user instructions provided by the manufacturer. Should you desire us to restore the pressure on a pay-on-use service, this is not covered under this plan.
Any appliance that uses gas and serves a primary function beyond heating, such as a unit that combines cooking and heating.
Mains pressure hot water thermal storage systems, for example: BoilerMate, Gledhill, Heatbank, Megaflo, Pandora by DPS, Potterton Suprima, Thermflow, Tribune, and any other similar thermal storage heating system.
The cold-water system comprising its feed and outlet.
Elson tanks, isolated gas or oil heaters providing hot water, and dual-purpose boilers such as AGA’s and Rayburns.
Materials or labour charges covered by manufacturers, contractors or installers guarantee or warranty.
Loss of Oil or Gas.
Any appliance that runs on gas and serves a primary function besides heating, such as a unit that combines cooking and heating capabilities.
Solar powered panels or ground, air, and water source pumps.
Any repairs or corrective work recognized throughout an annual boiler service.
Irregular liabilities where this cannot be acknowledged at the time of the engineers attending.
Absence of preservation or negligence by you. You may be asked to reserve funds if your boiler has not been examined in line with the manufacturer’s guidelines, or, if you have no protection of hard water scale.
Internet Connected Heating Controls (you may also hear this product referred to as Remote Heating Control or Hive Active Heating). Internet Connected Heating Controls allow you to control your central heating system remotely, not limited to the thermostat.
Damage instigated by outflow of Oil or Gas.
Flues that are linked to the boiler appliance.
A situation in which an engineer as already notes the need for maintenance or remedial tasks to avoid a future breakdown, yet the suggested work has not been performed.
The cold-water system comprising its feed and outlet.
Your water supply from the hot cylinder to your taps.
Maintenances when our engineer considers the boiler to be Beyond Economic Repair.
Replacement of radiators, fan convector heaters, hot water cylinder, heated towel rails, or underfloor heating.
Plumbing and drainage
What is covered-
Should you decide to add this coverage to your plan, we will support you by covering the callout fees and labour costs. Additionally, based on your plans schedule, we will also cover the parts and materials necessary for addressing an emergency, or fixing any issues with your internal plumbing or external drainage system. Your coverage might also extend to include non- urgent repair assistance for your plumbing and drainage systems. Kindly review your scheduled plan to understand the complete limitations of claims, including details regarding parts and associated fees.
What is not covered-
Blockages, collapses or leaks, or any other problems with the mains water supply from the stop cock in your property, up to where it is related to the public or shared water supply pipe within the margin of your property: these will be covered by either the water board or your building’s insurance.
We do not work on unintentional damage caused by anybody working directly on the plumbing system.
Washing machine and dishwasher hot and cold flexible pipes.
Rainwater guttering and downpipes.
Any repair to a drain which requires excavation.
Shared drains.
Any repairs to drains
All repairs to galvanised steel cold water storage or expansion tanks.
That have collapsed or been damaged or blocked by tree roots.
Any drainage system which is not of plastic, concrete construction, P.V.C or clay pot.
Septic tanks, soakaways, cesspits, drainage pumps and macerators.
Manholes and their covers.
Treatment plants and their outflow pipes.
Any repairs where you have been advised previously of the need to install access points (e.g., a manhole).
Roofs and rooflines.
Any repair due to grease/fat/food being poured in the sink.
General Maintenance and/or wear and tear.
Changing bath and shower seals or grouting.
Replacing or repairing sanitary ware.
Substituting cold water storage, hot water Cylinders, radiators, or expansion tanks.
Repairing or trading water softeners, combined overflow and pop-up waste mechanisms, all electrical hot water pumps, and parts of your water system that are designed to increase mains pressure, water filters, radiators, swimming pools, decorative garden features, rainwater pipes and guttering, waste disposal units, macerators such as Saniflo, and electrical units for toilets.
Substituting or repairing spa baths, or associated components that form part of their construction. These include, but are not restricted to pumps, jets, heating elements, pipes, and tubes.
Restoring or substituting taps, showers, or ceramic disks.
Water pipes to or from and in separated outbuildings, fountains, swimming pools, ponds, and other decorative garden features, garden taps, treatment plants, rainwater pipes, roofs, guttering, or other external property.
Restoring frozen pipes.
Water Supply
What is covered-
Should you decide to add this coverage to your plan, we will provide support in cases of obstruction, failure, or leakage of the pipe supplying water, from the main stopcock at your residence to the point where it links to the municipal water system- as long as you are responsible for the entire area. Repairs or replacements might be carried out as needed to fix a leak or blockage, and bring back your water supply.
What is not covered-
Costs which surpass your percentage of the cost of any work assumed by us under the terms of this policy. The work due is on a water supply pipe outside the boundary of your property where you share legal accountability for the water supply pipe with any third parties.
Any work compulsory on a water supply pipe outside the boundary of your property, where you share legal responsibility for the water supply pipe with any third parties who do not agree to the work being concluded by our engineer(s).
Frozen pipes which have not instigated any damage.
Trace & Access - Tracing leaks where the source cannot be determined or where there is no observable signal of a leak. Or if access has to be gained into a wall, floor, etc. Swimming pools or similar, Jacuzzi, spa baths, decorative features, ponds, fountains, and any related pipes, valves, or pumps caused by or resulting from ineffectively lagged pipes.
Damage subsequent from lack of suitable upkeep.
Any reinstatement costs relating to the original surface, which is exhumed as part of a claim.
Electrics
What is covered-
Should you decide to add this coverage to your plan, we will support you by covering the cost of the service call, labour, and, based on your plans terms, any parts and materials necessary for the repair or resolution of an emergency or failure related to your internal electrical systems. Your policy might also provide coverage for non-emergency faults within your internal electrical system. Kindly review the schedule of your plan to see the complete details on claim restrictions, including information on parts and associated fees.
What is not covered-
General Maintenance.
Repairing or replacing wiring encased in rubber or lead.
Any substitutes or elevations, or changing fuse boards.
Renewable energy systems.
Repair or replacement of light bulbs and fittings.
Repairing accidental damage to your electrical system.
Electricity supply to CCTV surveillance, burglar/fire alarm systems, swimming pools, the plumbing for swimming pools, and any leisure equipment.
Repairing or replacing solar photovoltaic panels and installations.
Gas supply
What is covered-
We are here to help you fix or substitute any harmed part of the internal gas supply pipe if a gas leak occurs in your residence. Service provision can only commence after the National Gas Emergency Service has responded and secured the leak.
What is not covered-
Any gas boiler, fire, central heating, or hot water breakdown.
Provisionally frozen pipes where enduring damage is not established.
Systems not installed correctly, or which do not conform to any governing Gas Safe regulation or requirements.
General Maintenance.
Pipes outside the boundary of your home.
Taps and Toilet
What is covered-
Should you decide to incorporate this cover into your plan, we will provide assistance and cover the expenses for the callout and labour. Additionally, based on your plan schedule, we will also handle the costs for parts and materials needed to repair or resolve an emergency concerning your taps and toilet breakdown. Non- emergency breakdown coverage for your taps and toilet system may also be part of your policy. Kindly review your policy to find the complete details regarding claim limitations including information about the parts and associated fees.
What is not covered-
Blocked toilets where this has been caused because of misuse or the internal workings of the flush.
Descaling and any work ascending from hard water scale deposits.
General Maintenance.
Replacement taps and toilets.
If you have access to more than one toilet within your property.
Landlord Electrical Safety Certificate
What is covered-
If you decide to add this cover to your plan: a Landlord Electrical Installation Condition report (EICR), it will encompass up to 10 circuits located within the property. An electrical installation condition report Certificate (CP12) containing details will be provided to you.
What is not covered-
Anything outside of the details provided in the covered section.
Gas Safety Certificate (CP12)
Landlords are legally required to ensure that gas appliances are kept in a safe state. Additionally, they must arrange for safety checks on gas appliances in their rental properties, including an inspection of the installation pipework, on an annual basis. A Gas Safety Certificate (CP12) should also be obtained by them as verification.
You are required to fulfil your legal obligations, and we will not be legally accountable for any failure on your part to conduct these checks. Standard inclusion in our service plans encompasses the inspection and certification of the installed pipework. Additionally, please inform us of the specific appliances you wish to have inspected. The inspection will only encompass the appliances that were identified when you bought this product. Additional appliances may be included with your CP12 at any time, subject to an extra charge for each new appliance.
What is covered-
If you have chosen to include this cover under your plan: a safety inspection of the appliances specified by you at the time you purchase this product. You will receive a Gas Safety Certificate (CP12), which will contain details of the gas installation and all gas appliances checked by our engineer. Should you decide to add this coverage to your plan, a safety inspection will be conducted on the appliances you specified when purchasing this product. A gas safety Certificate (CP12) will be provided to you, including information about the gas installation and all gas appliances that our engineer has inspected.
What is not covered-
Remedial work between tenancies or any issues that are not reported within 24 hours of occurring.
Repairs to properties that are unoccupied at the time the issue is reported.
You will be required to reach out to us to arrange for the completion of your Landlord Gas Safety Certificate. The expenses incurred from re-inspecting appliances that do not pass our evaluation.
Future inspections and confirmations of the Gas Safety will incur extra fees to ensure compliance with regulations after the necessary work has been completed.
Should any appliances not pass our inspection, we will provide the Gas Safety Certificate (CP12) with information about any identified issues and any corrective measures implemented- such as disconnecting the appliance. You are accountable for ensuring that your appliances are repaired or replaced at your own expense.
Exclusions-
We will not be responsible for expenses that result from or are related to the following:
If you have standing cover guarantee or warranty. We may direct you to the installer or manufacturer for a resolution in the first instance to prevent the voiding of any guarantee/warranty.
Any other costs or damage indirectly instigated by what led to your claim unless it’s precisely in the policy.
Conditions known to you prior to obtaining your service plan.
Any system which has been adapted, interfered with, or inaccurately used.
Claims made within 28 days from the start date on your welcome pack.
Utility service connections, electricity cables, gas fires, solar panels, ’green’ or ‘renewable energy’ systems.
Any system and/or equipment, including boilers and facilities, which have not been correctly installed or maintained in accordance with the manufacturers recommendations.
Any claim arising from gradual deterioration and/or wear and tear, or lack of maintenance or neglect by you.
Any system faulty or insufficient as a result of any inherent or repeated manufacturer or design defect.
Showers and baths where the issue is not directly with the tap or plumbing and drainage.
Any damage to drains or other underground services caused by tree roots.
Any loss, damage, liability, cost, or expense of any kind directly or indirectly caused by, resulting from, or in connection with any act of terrorism, invasion, revolution, or sort of war.
Circumstances which are not sudden and unforeseen.
Your plan does not include the cost of getting to your appliance or system if it is not accessible.
Replacement or adjustment to any decorative or cosmetic part of any equipment.
Claims where our engineer has advised there is no emergency repair available.
General maintenance work on any system that has not been regularly maintained. The engineer, when dealing with your system, may complete a repair but diagnose that additional maintenance work is required to your boiler and/or other system in order to prevent a future breakdown. As this maintenance work is not covered under this service plan it is your responsibility to have it completed.
Any claim or expense of any kind caused directly or indirectly by: a. Ionising radiation or radioactive contamination from any nuclear fuel or waste, which results from the burning of nuclear fuel- The radioactive, toxic, explosive, or other dangerous properties of nuclear machinery or any part of it.
Cash replacements instead of a service or work.
Any direct or indirect liability, loss, or damage caused to equipment because it fails to correctly recognise data representing a date in a way that it does not work properly or at all, or by computer viruses.
Removing asbestos associated with repairing the boiler, central heating, or plumbing system.
Detached garages or outbuildings, leisure equipment, cesspits, septic tanks, swimming pools or fuel tanks unless appropriately covered under the pests section of this policy if included on your schedule.
Any loss or damage caused by pressure waves produced by aircrafts or other flying objects moving at, or above the speed of sound.
Beginning or ongoing services where we reasonably consider that there is a health and safety risk, including the presence of dangerous materials, infestations, or harassment of our staff (including verbal or physical abuse). We will not start work again until there is no longer a risk to health and safety
If you have had any asbestos removed, you must give us a Clean Air Certificate before we will do any further work at your property. By law, the person who removes the asbestos must give you a Clean Air Certificate.
General Information
Accessing your property and scheduling visits for the safety and comfort of our clients, our technicians will operate in your residence only if an individual aged 18 or older is present throughout the duration of their work. Instructions must be provided to our engineer by the, on your behalf. You are tasked with ensuring that we can access your home. In the event that you request a call and no one is present, you will be required to cover the engineer’s call- our charge. You will need to reschedule the appointment if we are unable to enter your home. Failing to schedule a new appointment will allow your service plan to remain active; however, we will not make another attempt to visit the property.
Safety recommendations- We may inform you that lasting repairs or enhancements are necessary to ensure the safe operation of your appliance or system- For instance, to comply with Gas Safety Regulations, like upgrading your ventilation to align with current standards. Failure to adhere to our recommendations will result in your service plan remaining active, provided that the service plan is not terminated.
Observance- Our liability to make any payment under this service plan will be conditional on you complying with the terms and conditions.
Spare Parts- In the event that our engineer does not bring the necessary spare parts to your schedules appointment, we typically can procure most items by the next business day, as we rely on a major approved supplier. Should that be the case, we will acquire and install the necessary components at the earliest opportunity. Other approved, previously utilized components, or parts refurbished by the original manufacturer or authorized third parties may be used by us.
Enhancements- Enhancements refer to alterations made to your system that aim to boost its safety or effectiveness. This service plan does not cover the expenses related to upgrading your system. System upgrades mighty be available for purchase.
Fraudulent or exaggerated claims- You must not act in a fraudulent way. If you or anyone acting for you:
Fails to reveal or hides a fact likely to influence whether we accept your claim, your renewal, or any adjustment to your service plan;
Sends us or anyone acting on our behalf a document, knowing the document to be forged or false.
Makes a statement to us or anyone acting on our behalf, knowing the statement to be false.
Makes a claim under the service plan, knowing the claim to be false or fraudulent in any way.
Or makes a claim for any loss or damage you caused deliberately or with your knowledge.
Should your claim be found to be dishonest or inflated in any matter, we will not provide any benefits under this service plan, not will we refund any premium to you. Furthermore, we reserve the right to terminate your service plan immediately, retroactively effective to the date of the fraudulent claim. Legal action might also be pursued against you, and the relevant authorities will be notified.
Claims
For the purpose of maintaining precise documentation, your phone call might be recorded. All assistance requests should be directed through our Claims Helpline Service, customer service team, or Claims Handler, rather than contacting the engineer directly; failure to do so may result in the work not being eligible for coverage. There can be occasions when replacement parts are either delayed, not obtainable, or have become discontinued due to factors that are outside of our control. Should this situation arise, we will take measures to secure your home, and, if necessary, the engineer will furnish you with an estimate for an appropriate repair. Be aware that if you decide to hire an engineer before reaching out to our Claims Helpline Service, customer support, or claims representative, any expenses you incur will not be reimbursed by your service.
Replacement of Parts or Components we maintain the right to utilize replacement parts obtained from third- party sources, alongside those that may be acquired directly from the manufacturer or their authorized suppliers. Any loss, damage, or inconvenience caused by a delay in acquiring or receiving delivery from the appropriate supplier of any spare parts is not our responsibility. Upon receipt of the replacement parts, we will reach out to you to schedule a convenient time for the engineer’s visit. It is important to ensure that the engineer has adequate access to perform the repairs. Should we be unable to obtain the necessary replacement part for the repair, we will consider the boiler to be economical to fix.
One- time repair (pay-on-use) in the event of an emergency not covered by you service plan, we can schedule a visit from an authorized engineer to your home. However, you will be liable for all associated costs- including £10.00 administration charge. Utilizing this service does not qualify as a claim under your service plan with us.
Relocating Residence kindly inform us of your new address promptly after relocating, as the service plan associated with your account relies on your present home address. Failure to do so may affect the validity of your claim. An administration fee of £30 must be paid prior to the update of your plan details.
Landlords
Scheduling Appointments- You have the option to give permission for your tenants to reach out to us directly to request an engineer’s appointment or repair as outlined in your service plan. As part of your service plan, they can also organize the completion of your annual Gas Safety Certificate CP12. If your tenant misrepresents information to us during a call, accusing us of services that are not part of your service plan or that we did not consent to, you will be responsible for any associated costs. It will be your responsibility to collect this from your tenant; informing them that you are able to take this action may be advisable.
Original Documents are required for all claims: handwritten receipts and documents lacking a letterhead will not be accepted. Forwarded emails or documents that seem to have been altered in any manner will not be accepted by us. We hold the authority to confirm any documents provided to us. Should you provide unsatisfactory documentation; a £35.00 administration fee will be applied for every subsequent attempt.
We will provide a welcome pack through email once you have purchased coverage, along with extra paper copies of your documents. If you do not supply an email address, your welcome pack will be mailed to the address of the property you selected for coverage, unless you inform us otherwise in writing. Should you require an extra copy of your welcome pack information mailed to you during any contractual year, a £10.00 administration fee will be charged for each copy per property.
Using Your Personal Information
This part details the methods and reasons behind our collection, storage, processing, and sharing of your will consistently keep you informed regarding our handling of your personal date and will notify you of any major modifications. Should you any inquiries or require clarification on any matter, do not hesitate to reach out to us.
What We Do With It
To safeguard your data, we employ encryption methods along with additional security measures, including firewalls and password protection. This indicates that your information is safeguarded and can only be accessed by colleagues who require it to perform their work duties. Your personal data will be utilized to offer you information, products, and services that you have either requested or purchased from us. This includes tasks like processing online payments and fulfilling orders. Additionally, we will inform you about the products and services you have acquired and address any inquiries you may have. Your personal date might additionally be utilized to evaluate information related to claims, complaints, and customer service, which includes resolving issues associated with the services you have requested. Our legal foundation for gathering and handling your personal date when you enrol in a service plan with us is based on our contractual agreements with you. In certain situations we will depend on our valid business interests (For example, assessing customer satisfaction). Whatever we depend on our legitimate interests; we will consistently weigh these interests against your rights. Your personal data will be shared with third parties solely when its necessary to fulfil an obligation stated in your contract with us, and we will depend on our legitimate business interests for utilizing your personal data In this manner. This may involve dealing with claims, as well as working with engineers, contractors, insurers, and similar parties. All personal data will be retained throughout the length of your agreement with us and can be held for a maximum of six years following the conclusion of your contract, in compliance with existing laws. Following this period, it will be disposed of securely.
Your Rights
If you feel dissatisfied or think that we are handling your personal data improperly under the law, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO). You can reach them by dialling 0303 123 1113 or visiting their website at https://ico.org.uk/concerns.
A variety of your rights concerning personal information and its handling can be located in the guidance provided by the UK information Commissioner’s Office (ICO): https://ico.org.uk/for-the-public. Should you wish to lodge a complaint regarding our management of your personal data, or if you have inquiries or concerns, please reach out to our Customer Service Team.
What We Need
The Commercial Giant acts as a data ‘Controller’. We will gather fundamental personal information, which may encompass your name, address, phone number, email address, credit or debit card details, or other payment information, along with any data you provide during conversations with our customer service representatives. All records are now stored electronically since we eliminated paper documentation.
Why We Need It
• To provide information about our services and products;
• Personalising services;
• Providing services;
• Administering accounts and any orders relating to suppliers and customers;
• Administering membership records;
• Handling enquiries, claims, requests, and complaints.
We will refrain from requesting any personal information that is unnecessary for delivering services to you. We will share information solely when required by law, or when necessary for criminal investigation, taxation, or national security purposes, or if we have your permission to do so.
• Suppliers;
• Business partners;
• Other partnership companies;
• Successors in title to our business.
Cancellation Information
Your Cancellation Rights
Hearing that a customer wishes to cancel their service plan is always disappointing for us. However, if you decide to proceed with cancellation after reviewing this Terms and Conditions booklet, please reach out to us via phone, email, or by writing a letter. It is important that cancellations be made only by you or someone you have authorized to do so. We cannot proceed with the cancellation of your plan if someone not authorized reaches out to us to request the cancellation, regardless of whether they are a family member or similar. The cancellation timeframe outlined in your service plan includes the mandatory 14-day cancellation window, commencing either on the start date or 14 days from when you receive the documentation for your service plan, depending on which date comes later. Any premium collected during this time frame will be returned to the account from which the payment originated.
Should you terminate your service plan beyond the cancellation timeframe after acquiring or renewing it, and provided that no claims have been submitted, a fee of £30 for administration will be charged. This charge will be applied prior to the cancellation of your plan. Kindly be aware that you will not receive any reimbursement for premiums that have been paid, and we do not permit cheque payments. If your plan is terminated during or after the cancellation period and you have submitted a claim, the cancellation of your plan will take effect right away, and you will not receive a refund for your premium. Should you choose to pay your premiums on a monthly basis, you will need to settle the balance of the yearly premiums from either the beginning of the coverage or the most recent anniversary date. If you decide to cancel your plan within 2 months of the start or renewal date, and you have submitted a claim during that period, you will be responsible for paying an amount equal to 10 months' premiums. Should we not fulfil the services to which we have committed in any significant way, you have the option to terminate this service plan by contacting us through phone, email, or written correspondence.
Our cancellation Rights
If we choose to cancel your service plan, we will notify you via email.
We may cancel your service plan in the following circumstances-
If you give us false information.
At our discretion.
If you do not make an agreed monthly payment.
If your appliance or system is not on our approved list.
If you do not give us access to your property, if this is needed.
If we are not reasonably able to find parts for your boiler, central heating, or plumbing system.
If improvements we tell you are needed are not completed.
You are physically violent or verbally abusive. In these circumstances you will not be entitled to a refund of the monthly payments you have paid.
If your boiler is 7 years old or more, and not repairable (beyond economical repair). In this circumstance you will not receive a refund of the monthly payments you have paid in that service plan year.
If parts become unavailable and we cannot fix your boiler or central heating system. In this circumstance you will not receive a refund of the monthly payments you have paid in that service plan yea.
If, following the initial inspection and service, we advise you that your boiler, central heating, or plumbing system is unsuitable.
If there is a health and safety issue.
If a permanent fault with your central heating or plumbing system which we are not required to remedy under this service plan has not been remedied. In these circumstances you will be entitled to a refund of the monthly payments you have paid in that service plan year; minus any costs we have incurred during that service plan period.
Complaint Information
We will always aim to do our best, however there may be times when things go wrong, and there will be times when you feel that you have not received the service you expected. When this happens, we want you to know that we take all complaints seriously, and we want to know about it so that we can have time to put things right and will do our very best to resolve the issue promptly. Only you or an authorised representative should call or write to make a formal complaint.
Our objective is to consistently perform at our highest level, but there may be instances when issues arise, and you might feel that the service provided did not meet your expectations. In such situations, it is important for you to understand that we regard all complaints with the utmost seriousness. We encourage you to inform us so we can promptly address the matter and make necessary corrections, as we are committed to resolving the issue as swiftly as possible. A formal complaint should only be made by you or a designated representative through a phone call or written communication.
How to complain:
Please call 07961209361. Alternatively, to make a complaint in writing you can contact us by email at cs@thecommercialgiant.co.uk
Otherwise, you can fill out the form located on the Complaints Procedure section of our website. This document outlines our procedure for handling complaints, which consists of four steps. All claims- related complaints are addressed by our Claims Handlers directly. In this situation, their conditions will be in effect.
Our commitment is to diligently resolve matters within a timeframe of five business days. Should your case consist of several issues, we might require additional time to ensure that nothing has been overlooked. We will notify you by the phone or email to assure you that we are continuing our investigation into this matter. Should you receive a resolution to your complaint within 5 business days and find it unsatisfactory, please inform us. We will escalate the matter to Management, who will review it and reach out to you with a final response via phone or email.
As soon as a decision has been made, we will consistently reach out to you via phone or email. Our objective is to address the majority of complaints within eight weeks. However, if we have not made a decision by that time, we will reach out to you via phone or email to explain the reason for delay.
This document constitutes a service agreement rather than an insurance policy. Any benefits you obtain from this service plan will be provided entirely at our discretion. This indicates that this particular service plan is not covered by the Financial Conduct Authority (FCA). Any grievances you submit to us will be subject to the governing law outlined below:
This service plan may only be relied on and enforced by us and you, and shall not be directly or indirectly enforceable by any third party under the Service Plans Right of Third Parties Act 1999 or otherwise. This service plan shall in all respects be governed by and construed in accordance with the laws of England and Wales and, subject to the terms of this clause, any disputes arising between the parties under this service plan shall be referred to the exclusive jurisdiction of the courts of England and Wales, unless the protected home is located in Scotland, in which case the law of Scotland shall apply. If you need independent advice The Citizens Advice consumer service gives free, confidential, and impartial advice. You can get in touch with them for advice at any time during the complaints process:
Telephone: 07961209361
Email: cs@thecommercialgiant.co.uk
Get In Touch!
To contact our helpline please call us on
07961209361
or
e-mail us at: cs@thecommercialgiant.co.uk