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We have a range of guarantees in place that are designed to give our customers peace of mind for the works that are carried out. The range of guarantees we give our clients access too are detailed below.
Our specialist works are guaranteed through our own range of ProTen Company Guarantees. These are 10-year and 20-year long-term meaningful guarantees that come at no extra cost to our clients.
The following works are covered (unless stated otherwise in your Inspection Report):
A specimen of the guarantee is available on request and will also be provided with the Inspection Report.
Our guarantee is available on the works carried out regardless of whether we are working directly with the homeowner or via a third party such as a builder. There are circumstances when a guarantee cannot be issued but in this instance, any restrictions will be detailed in the Inspection Report and discussed as necessary.
What do I need to do to receive a ProTen Company Guarantee on the works carried out?
You don’t need to do anything. The guarantee will be issued in the name of the property to the relevant person (usually the homeowner) once the final invoice for works has been settled. We advise that the guarantee document is kept safe along with the Inspection Report, sketch and proof of purchase as this documentation will be asked for in the unlikely event of a future claim.
Is the ProTen Company Guarantee transferable?
Yes. The guarantee is issued on the property itself in the name of the property owner. It is transferable between owners of the property. The ProTen Enquiry Team will be able to help you with this should it need to be transferred for example, to the new owner of a property.
To further complement our ProTen Company Guarantee, and as members of the PCA, we able to offer further peace of mind by giving the option of taking out a 10-year Insurance Backed Guarantee provided by Guarantee Protection Insurance Ltd (GPI).
GPI states ‘The principle of an Insurance Backed Guarantee is to honour the terms of the written guarantee, originally issued by the installing contractor, where the contractor has ceased to trade a defined within the policy document and is therefore unable to satisfy claims against the guarantee.’
How do I know how much the GPI Insurance will cost?
The cost of the premium is set by GPI, and will be detailed within the Inspection Report and a GPI Information Leaflet will be enclosed.
What do I need to do to take out GPI?
The Inspection Report received from us will give you the option to accept or decline the insurance and we will arrange payment of this. Should you accept, upon completion of works we will forward the required documentation to GPI and they will raise and send the insurance certificate to you.
Our membership status with the Property Care Association (PCA) means that for homeowners any deposits paid prior to works are automatically protected should your contractor go out of business before or while work is carried out.
What do I need to do to be covered by the PCA Promise?
You don’t need to do anything. Our membership status with the PCA means our homeowner clients are automatically covered at no cost.
The range of units we specify and install to combat condensation are covered by a unit warranty from the manufacturer. The units in our Condensation Unit Range are Positive Input Ventilation Units, Extractor Fans and Heat Recovery Units.
What do I need to do to register my condensation unit warranty?
You don’t need to take any action. The warranty on the unit will start from the date of installation and we will keep a record of this.
How long are the condensation units under warranty?
The warranty period can vary depending on the unit. It can vary between 5 to 7 years and will cover parts and labour for varying timeframes within the warranty lifetime. Details of the warranty for the unit/s specified will be given in the Inspection Report provided and can be discussed with your Surveyor.
Who can I contact if I have a question about my condensation unit after installation?
Once the unit is installed you may have questions. Please contact our customer service enquiry team by calling or emailing us and they will be on hand to help.
What happens when my warranty runs out?
If you have questions about your unit after the warranty has run out, we can offer advice on how to resolve a problem or if necessary book a service with a ProTen engineer. A servicing cost may be applicable and our customer service enquiry team will be happy to discuss this with you.
The products we use are covered by a product manufacturer guarantee.
What do I need to do to register my product warranty?
You don’t need to do anything as these are in place by using us as your installers.
As Helifix Approved Contractors, ProTen Services can offer you the option of a 10-year Insurance Backed Warrantee provided by Helifix. This ensures that the 10-year ProTen Services Company Guarantee is safeguarded in the unlikely event of ProTen Services ceasing to trade within the Company Guarantee period.
This Helifix Insurance Backed Warranty is in addition to Helifix Product Guarantees and Helifix PI Insurance which covers the design of the repairs. To ensure further protection, each warranty is bonded by the Consumer Protection Association.
How do I know how much the Helifix Warranty will cost?
The cost of the premium will be detailed within the Inspection Report.
What do I need to do to take out the Helifix Warranty?
The Inspection Report you receive from us will give you the option to accept or decline the Helifix warranty. Should you wish to accept we will then arrange payment for this. Upon completion of works we will forward the required documentation to Helifix and they will raise and send the insurance certificate to you.
If you are concerned about works or installations that have been undertaken by ourselves we are here to discuss and answer your questions.
Who can I contact if I have a question about works that have been carried out?
You can call our customer service enquiry team who will discuss the nature of the problem and address if possible. Alternatively, please email us and we will be happy to answer your questions and call you back.
What happens if the problem cannot be resolved over the phone?
We have a standard procedure in place in the event of a potential claim and our customer service enquiry team will be able to explain this to you and send out the necessary paperwork to begin the claim process.
Please note that the issuing of a Guarantee will be detailed within the ProTen Services Inspection Report as there are circumstances when a guarantee is not applicable.