Frequently Asked Questions - Palace Plumbers

Frequently Asked Questions

We've created a list of our most frequently asked questions to give you peace of mind.

Call 020 3880 5666

We’ve tried to answer the most commonly asked questions below, but please don’t hesitate to get in touch on 020 3880 5666 or send a message using our contact form.

Let’s get started.

Do you have a call-out charge?

No. Unlike many other plumbing companies, we don’t charge customers a call out fee. You’ll only be charged for the work we do. We don’t charge for time spent travelling to and from the job and we don’t have any hidden charges.

Do you provide free quotes?

Yes we do. However, if the work is fairly straightforward and likely to take less than 3 hours we can give you an estimate over the phone. For more complicated jobs, or jobs likely to take more than 3 hours, we will arrange a free ‘no-obligation’ for you.

Is your work guaranteed?

Yes. Our workmanship is covered by our 12-month guarantee on parts and labour. Parts are covered under the manufacturer warranty, usually 12-months upwards. You can read more about our guarantee in our terms and conditions.

Are you insured?

Yes. We have comprehensive public liability insurance with a liability of £2 million. We also have professional indemnity cover.

Can I supply my own parts?

Yes. We are happy for you to source and purchase parts yourself. We offer a collection service, although this costs extra. Obviously, we cannot be held responsible for any parts that are incorrectly ordered. Please note: parts that are not supplied by us are not covered under our guarantee.

When is payment required?

Payment is due on completion of the work. We’ll raise an invoice which will be emailed to the email address you’ve supplied at the time of booking. Occasionally we may require a deposit for materials and parts that are required to complete the work.

How can I pay?

Most customers prefer to pay by card. It’s also possible to pay via BACs. Unfortunately, we don’t accept cheques and our engineers are not permitted to accept cash payments. Your invoice will include both our bank details and a link to our Worldpay payment gateway where you can pay by card. Debit card payments are free however there is a 3% surcharge applied for all credit card payments.

If you need any further advice please do not hesitate to call our office on 020 3880 5666.

What our customers think

Plumber and Van

Why choose us?

  • Local Company
  • Rated Excellent on Trustpilot
  • £2m Public Liability Insurance
  • All Work Guaranteed
  • No Call Out Charges
  • Gas Safe Registered

Talk to our team for help and advice or to book

Call 020 3880 5666

Your call may be recorded for training or quality purposes

Important Information regarding Coronavirus (Covid-19)

In the light of the new Government guidance announced by our Prime Minister, we have taken the decision to temporarily close our services with immediate effect.

We have taken this decision in order to protect the wellbeing of you, our customers, and our team.

The circumstances are extremely fluid but in this confusing and difficult time, our priority is to keep you, our customers, safe as the situation develops.

We have not taken this decision lightly but the safety of our people, our customers and the communities in which we serve remains our number one priority.

If you have any questions, please email our customer services team at info@palaceplumbers.com

We will update our website when this temporarily closure can be lifted again.

Thank you for your support in this challenging time.