The Platinum Promise is subject to the following conditions and exclusions:

Platinum Promise scope:

1. In order for your claim to be accepted, the original contractor must have ceased trading. If the original contractor is still trading, your claim should be against the original contractor. 
2. The Platinum Promise is only applicable if the work was completed fewer than six years before the date on which you submit your claim to us. 
3. The Platinum Promise only covers works carried out on dwellings and does not cover any work on other buildings.
4. The Platinum Promise only covers works carried out within the United Kingdom.
5. Other warranties, complaint processes, or claims against third parties (including sub-contractors and insurers of the original contractor) relating to the installation work supersede our Platinum Promise. You will not be entitled to make a claim under the Platinum Promise unless you have exhausted those avenues, and provided us with such evidence as we require to show the steps that you took to pursue those other avenues. 
6. Failure to advise us of any other claims being pursued in conjunction with the Platinum Promise (including, in particular, any claim against the original contractor, any of their sub-contractors or their insurers, or against your own insurers) may result in the claim being rejected. In those circumstances we will be entitled to recoup from you any costs that we have incurred up to that point in relation to the claim. Please also see points 7 and 8, below.

Evidence 

1. When making a claim, you must provide us with such evidence as we reasonably require to demonstrate the amount that was paid to the original contractor to carry out the works for which the claim is being made.
2. You must provide us with sufficient evidence to enable us to determine whether the original contractor was at fault for the work for which a claim is being made under the Platinum Promise, and to determine whether the original contractor's work met the applicable standard. For example, we might require that you provide us with photographs, videos, copies of surveys, expert reports, contracts and correspondences. 
3. In relation to an MCS installation, an ‘MCS Commissioning Certificate’ must be provided before a claim can be accepted as this certifies that the installation was carried out by an MCS certified installer, using MCS certified products.

Claim value and costs

1. Platinum Promise claims cannot be made for more than the amount that was paid to the original contractor and cannot exceed the amount of £25,000. Any costs in excess of those amounts must be met by you.
2. Where we choose to secure a report relating to the works carried out by the original contractor, in order to enable us to determine what works are required to bring the work up to the applicable standard, the cost of that report will need to be covered by the amount of the Platinum Promise.  For example, if £5,000 was paid for the works (and so the maximum cost covered by the Platinum Promise is £5,000), and we need to pay £1,000 for a report to enable us to determine what further works are needed, that will only leave £4,000 to be allocated towards the cost of those further works.
3. The Platinum Promise will only cover the cost of reports and works which have been sourced and authorised in advance by us. The Platinum Promise will not cover the costs of any reports or works which are sourced or authorised by you, unless you have first secured our agreement to that report or works in writing.
4. If we establish that the system you have had installed is not suitable for your property, we reserve the right to only cover the work for the installation of an alternative suitable system (and to refuse to cover claims for further works on an unsuitable system), up to the limits described above. 
5. Where the original contractor fails to carry out work in accordance with the applicable standard for work of that type, then (subject to the other conditions and exclusions set out in this document) the Platinum Promise may extend to cover the cost of bringing the original contractor's work up to the applicable standard.  However, the Platinum Promise does not extend to covering the costs of any further work or steps beyond that work which is required to bring the original contractor's work up to the applicable standard. More details of that limitation are set out in these conditions and exclusions.

Exclusions

1. Claims regarding any "making good", such as plastering and decorating, are excluded from the Platinum Promise. 
2. Claims relating to lack of appropriate certification or notification are excluded from the Platinum Promise.  
3. Any claims for compensation, such as compensation for damage to property, reduction in value or loss of enjoyment, use, income, profit, opportunity, inconvenience, distress or any other kind of economic loss, are excluded from the Platinum Promise.
4. Any breakdown, failure or inefficiency of machinery, boilers, computers or any other equipment or products is excluded from the Platinum Promise - even if that breakdown or failure was caused as a result of the work of the original contractor. 
5. Any remedial work arising from the use of defective or incorrectly installed products is excluded from the Platinum Promise. 
6. The cost of routine maintenance, overhaul or modification, loss or damage arising therefrom is excluded from the Platinum Promise. 
7. Loss caused by fair wear and tear, sunlight, storm, deterioration due to neglect in maintenance, shrinkage, dampness or condensation due to normal drying out or attributable to any central heating installation, a non-existent or ineffective damp-proof course is excluded from the Platinum Promise. 
8. Claims regarding incomplete contracted works are excluded from the Platinum Promise. 
9. Claims relating to installations which have been worked on by others subsequent to the original installation work undertaken are excluded.
10. The original contractor may have carried out work for you which is outside of the scope of their registration with us, alongside work which is within the scope of their registration. The Platinum Promise does not extend to cover the cost of rectifying any work, or elements of work, which were outside the scope of the original contractor's registration with NICEIC at the time that those works were carried out. 
11. The cost of rectifying any consequential damage associated with the original installation is excluded from the Platinum Promise.  For example, the Platinum Promise will not extend to cover repair to property damage which has been caused by defects in the original contractor's work, or through faulty installation.

Access to property

1. Access to the property to assess and rectify the work must be provided by you within a reasonable time frame. Should this not be granted, we reserve the right to reject the claim. Before exercising that right, we will let you know that we do not consider that you are granting access within a reasonable time frame, and we will give you a final opportunity to grant access for the purposes of assessing and rectifying the work.

Discretionary rights

1. We exercise sole discretion to consider issues of non-compliance with regulatory requirements, and to authorise any remedial work under the Platinum Promise. The Platinum Promise only extends to cover rectification work which is required as a result of non-compliance with health and safety regulations. 
2.  We reserve the right, at our sole discretion, to refuse to accept a claim and the need and extent of any work required in connection with any claim is also at our sole discretion.

Appeals 

1. If, once a final decision has been determined, you are dissatisfied with our handling of the claim, you have the right to request that your case be re-reviewed by a senior member of our team. 

NOTE 1: The above Terms and Conditions are also applicable if your installation was completed by an ELECSA certified business.