Advice FAQs Assistance Useful Links Contact Us

 

UKLPG operates a complaints procedure for both LPGA Approved Installers and non-approved companies in the event that consumers are having a problem with their conversion or an installer.
 
The LPGA Approved Installer Scheme is operated by UKLPG in good faith to try and maintain good standards of workmanship and safety. Neither the DfT nor UKLPG accepts any liability for any work undertaken by approved installers. However where there is a problem with a conversion the Association endeavours to facilitate a satisfactory solution for the customer.
 
In all cases, whether or not the conversion is by an LPGA Approved Installer
  • When a customer has concerns about the safety or performance of their conversion the problem should always be referred to the Installer first of all. The customer should always put their complaint in writing (keeping a copy), outlining the complaint and specifying what action they require / basis of any claim. (If the installer has ceased trading and you are experiencing running problems please see go to service and repair
  • If satisfaction is not obtained from the installer, then:

    If it is a running problem with the vehicle, the equipment supplier (see above) should be contacted who may be able to assist or can advise of an alternative installer who may be able to resolve the problem.

    If the customer wishes to have a separate professional assessment of the conversion then most LPGA Approved Installers can provide a standard “Safety Check Report” and give general advice regarding the installation. The original installer should be given the opportunity to attend this inspection. The customer should enquire as to what fee would be charged for this service.

    If satisfaction is not obtained or there is a safety issue, the matter should be reported to UKLPG by completing a Vehicle Defect Report form (click here to download form) and attaching a copy of the letter to the installer (without this letter we will not be able to process the complaint). This form, together with supporting documents, should be emailed to mail@uklpg.org or by post to UKLPG, 14 Bow Court, Fletchworth Gate, Burnsall Road, Coventry, CV5 6SP
  • On receipt of a Vehicle Defect Report form, UKLPG will raise the matter with the Installer and contacts the equipment supplier (when known) to assist in resolving problems.
  • If the installer is not LPGA Approved:

    The Installer will be advised that failure to resolve a complaint to the satisfaction of the customer could lead to the installer being precluded from becoming “approved” in the future.

    If a satisfactory response is not achieved, the customer is advised to request the help of their local Trading Standards Office who will advise on their legal position and give practical advice. The Trading Standards office local to the installer (if different) may also be contacted and consider if further action is warranted and possibly would take forward criminal prosecution of the installer. The customer, after advice from the Trading Standards Office, may also wish to take forward a private prosecution in the courts.

    The local Trading Standards Office should be asked to contact UKLPG in the case of any difficulties.
  • If the installer is LPGA Approved:

    The Association will assist the installer to reach a satisfactory solution for the customer. If more than two justified complaints not resolved to the customer’s satisfaction are received within a three year period then the company's participation in the Scheme is reviewed and usually withdrawn.