The LP Gas Association operates a complaints procedure for both LPGA Approved Installers and non approved companies.

The LPGA Approved Installer Scheme is operated in good faith to try and maintain good standards of workmanship and safety. Neither the DfT nor the LP Gas Association accepts any liability for any work undertaken by approved installers. However where there is a problem with a conversion the Association endeavours to facilitate a satisfactory solution for the customer.

• When a customer has concerns about the safety or performance of their conversion the problem should always be referred to the Installer first of all. The customer should always put their complaint in writing (keeping a copy), outlining the complaint and specifying what action they require / basis of any claim. (If the installer has ceased trading the equipment supplier will usually be able to help rectify running problems. The make of the equipment installed will be required and on contacting the LPGA on 01425 461612 the Association can usually advise customers of the supplier details).
• If satisfaction is not obtained from the installer, then:
• If it is a running problem with the vehicle, the equipment supplier (see above) should be contacted who may be able to assist or can advise of an alternative installer who may be able to resolve the problem.
• If satisfaction is not obtained or there is a safety issue, the matter should be reported to the LPGA by completing and returning a Vehicle Defect Report form and enclosing a copy of the letter to the installer (without this letter we will not be able to process the complaint). If the customer wishes to have a separate professional assessment of the conversion then most LPGA Approved Installers can provide a standard “Safety Check Report” and give general advice regarding the installation. The customer should enquire as to what fee would be charged for this service.
• On receipt of a Vehicle Defect Report form, the LPGA will write to the Installer requesting rectification and contacts the equipment supplier (when known) to assist in resolving problems.
• If the installer is not LPGA Approved:
• The Installer will be advised that failure to resolve a complaint to the satisfaction of the customer could lead to the installer being precluded from becoming “approved” in the future.
• If a satisfactory response is not achieved, the customer is advised to request the help of their local Trading Standards Office who will advise on their legal position and give practical advice. The Trading Standards office local to the installer (if different) may also be contacted and consider if further action is warranted and possibly would take forward criminal prosecution of the installer. The customer, after advice from the Trading Standards Office, may also wish to take forward a private prosecution in the courts.
• The local Trading Standards Office should be asked to contact the LP Gas Association in the case of any difficulties.
• If the installer is LPGA Approved:
• The Association will assist the installer to reach a satisfactory solution for the customer. Failure to achieve a satisfactory solution could lead to the installer being removed from the Scheme.

Published on: 2006-10-02 (2851 reads)