Stop the water first, everything else after. Here is what to do.
- Safety first
- The plumber has not turned up or is late
- You are not happy with the work
- The price does not match the quote
- Damage to your home
- Write to us
- Complaints and disputes
- For plumbers
Safety first
- Water leak: turn off the stopcock and, if water is near sockets, switch off the electricity at the fuse box.
- Smell of gas: do not touch switches, open windows, leave the building and call 112.
- Anyone in danger: call 112.
The plumber has not turned up or is late
Message and call them. If there is no answer, cancel in your account and accept another quote or reopen the job. Tell us what happened: we keep a record and, if it happens again, we suspend the profile.
You are not happy with the work
- Talk to the plumber first, in writing, with photos. Most problems are solved that way.
- Under consumer law, the service provider is responsible for defects in the work. Give them a reasonable time to put it right.
- Keep the invoice, the quote and the messages.
The price does not match the quote
Extra work should be agreed before it is done. Ask for an itemised invoice and talk to the plumber about anything that was not agreed. Messages on plumbers.pt are your evidence.
Damage to your home
The plumber is responsible for damage they cause. Ask about their liability insurance, and report it to your own home insurer too, with photos and the invoice.
Write to us
Send the job, the invoice and photos to filipe.durao.sales@gmail.com. We usually reply within 2 working days. We cannot force a refund, but we hear both sides, help find a way forward and can suspend or remove profiles.
Complaints and disputes
- Complaints book (Livro de Reclamações): plumbers registered as businesses and plumbers.pt have one, also online at livroreclamacoes.pt.
- Consumer arbitration: you can go to the consumer arbitration centre for your area or to CNIACC (cniacc.pt). It is quicker and cheaper than court.
- Justices of the peace (julgados de paz): for small claims, where available.
For plumbers
Fake job or a client you cannot reach: report it in your account within 7 days of taking it, so we can review a credit refund. Abusive client: write to filipe.durao.sales@gmail.com.