Disgraceful customer service - do not bother with them. I booked an engineer to attend the following day to look at the boiler in the house of my late mother-in-law. I drove 60 miles from my home to be there for the 3-6 slot. At 5.15 I enquired about the location of the engineer and I was told that my booking had been moved to the 9-1 slot the next morning. I wasted a day's holiday, drove 120 miles and waited for 3 hours in a house without heating. Completely unacceptable. When I complained I was told that "appointments are not guarantied (sic)". Not sure they understand the meaning of the word "appointment".