Who we are
M&S BESPOKE PLUMBING & HEATING LTD (trading as M&S Bespoke), a company registered in England and Wales under company number 08827896. VAT registration number 425 9304 95. Contact: info@ms-bespoke.com or +44 7716 439591. References to "we", "us" and "our" mean this company; "you" means the customer.
Quotations and the contract
Written quotations are valid for 30 days unless stated otherwise and assume normal site access and typical property conditions. A contract is formed when you accept a quotation in writing, or when you ask us to begin work. If hidden defects or conditions that could not reasonably be seen at the time of quoting come to light, we will tell you before continuing and agree any change with you.
Your right to cancel
Where the contract is agreed away from our premises or at a distance, you have 14 days from the day the contract is made to cancel without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, email info@ms-bespoke.com or telephone us.
If you ask us in writing to start work within the 14 day period and then cancel, you must pay for the work carried out and materials supplied up to the point of cancellation. Once the service is fully performed within that period at your express request, the right to cancel is lost. This does not apply to emergency call outs you have specifically requested, beyond payment for work done.
Work carried out
All work is carried out with reasonable care and skill to current industry standards, as required by the Consumer Rights Act 2015. Gas work is carried out by Gas Safe registered engineers and certificated. We will leave the working area clean and tidy.
Access, safety and the site
You agree to provide safe and reasonable access, working water, electricity and drainage where needed, and to tell us about anything on site that could affect safety, including asbestos or previous unsafe installations. If we cannot proceed because access is not available at the agreed time, we may charge for the wasted visit.
Materials, parts and guarantees
Materials remain our property until paid for in full. Where parts or appliances are covered by a manufacturer's warranty, that warranty passes to you and any claim is subject to the manufacturer's terms, including any servicing requirements. Our own workmanship is guaranteed for the period stated on your quotation or invoice. Guarantees do not cover fair wear and tear, misuse, damage by others, system water quality problems where advised treatment was declined, or faults in existing parts we did not supply.
Payment
Payment terms are stated on your quotation or invoice. For larger installations we may ask for a staged payment or a materials deposit, which will always be set out in writing in advance. Late payment on business to business contracts may incur interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998. For consumer contracts we may charge interest at 4% above the Bank of England base rate on overdue sums.
Liability
We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are fully insured. We do not exclude or limit our liability in any way where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, for fraud, or for your statutory rights as a consumer. We are not liable for business losses; where you use our services for a business purpose, our liability for any one claim is limited to the value of the contract.
Complaints
If something is not right, please tell us. Email info@ms-bespoke.com or call us and we will acknowledge within two working days and respond fully within five working days. If we cannot resolve it together, gas related complaints may be raised with the Gas Safe Register, and you may also seek advice from Citizens Advice on 0808 223 1133.
Data protection
We handle personal information as described in our privacy policy.
Governing law
These terms are governed by the laws of England and Wales, and disputes may be brought in the courts of England and Wales.
Last updated: August 2026.