Effective version: 24 August 2026
1. What Berkshire Boiler Care provides
Berkshire Boiler Care is an online enquiry and matching service operated by Compassline Ltd. Compassline Ltd collects and reviews customer enquiries and, where appropriate and available, may share relevant details with a suitable independent engineer in line with the customer's recorded sharing choice.
Neither Berkshire Boiler Care nor Compassline Ltd is the heating engineer. Compassline Ltd does not employ the independent engineers who may receive enquiries and does not itself inspect, service, repair or install boilers or carry out gas work.
2. An enquiry is not an appointment
Submitting a form confirms only that an enquiry has been sent for review. It does not guarantee that an engineer will accept, respond or be available, and it does not create a booking, appointment, attendance time, quotation or contract for work.
3. The independent engineer
Any engineer who contacts you acts as an independent business. The engineer decides whether to respond and must agree any inspection, appointment, scope, quotation, price, payment, warranty, cancellation arrangement and other service terms directly with you. Any service contract or dispute about the physical work is between you and that engineer.
Where gas work is involved, you should independently confirm that the engineer and the type of work are covered by appropriate Gas Safe registration. HSE explains how to check an engineer's Gas Safe registration.
4. Accurate and lawful use
You must provide information that is accurate to the best of your knowledge and use the service only for a genuine boiler or heating enquiry. Spam, impersonation, unlawful submissions, malicious code, attempts to bypass security controls and interference with the website or another person's information are prohibited.
Do not submit bank or card details, identity documents or unnecessary medical information through the enquiry form.
5. Gas and carbon-monoxide emergencies
The website is not an emergency-response service, and its guidance is not a substitute for the National Gas Emergency Service or the emergency services. If you smell gas or suspect carbon monoxide, leave the property, avoid flames and electrical switches, and call the National Gas Emergency Service on 0800 111 999. Call 999 immediately if anyone has collapsed, is confused or is having difficulty breathing.
6. General information, not risky DIY advice
Website and advice content is general information only. It is not an online diagnosis and does not replace manufacturer instructions, official emergency advice or an inspection by an appropriately qualified person. Do not remove a boiler casing or attempt gas work.
7. Website availability and third-party links
Reasonable care is taken to keep the website available and accurate, but uninterrupted access, error-free content and successful matching are not guaranteed. Content, coverage priorities and the matching process may change as the service develops.
Links to official safety, regulatory and other third-party websites are provided for context. Those organisations control their own content, availability and services.
8. Responsibility and liability
Compassline Ltd is responsible for operating the online enquiry service with reasonable care. It is not responsible for an independent engineer's availability, advice, quotation, acts, omissions, workmanship, payment arrangements or contractual commitments. Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your mandatory consumer rights.
9. Invalid leads and account credits
An approved engineer who believes a purchased lead is invalid should report it to Berkshire Boiler Care within 48 hours of receiving the customer details. We will review the circumstances fairly and may ask for reasonable supporting information, such as when and how contact was attempted. We will not normally require intrusive or burdensome evidence.
A lead may qualify for credit where we reasonably determine that:
- the supplied customer contact details are materially incorrect or unusable;
- the enquiry is fake, spam, fraudulent or otherwise not genuine; or
- the customer is genuinely uncontactable despite reasonable attempts using the supplied contact information.
Where an invalid lead claim is accepted, the full lead purchase value will be returned as account credit. Account credit, rather than a cash refund, is the normal remedy.
A genuine lead does not become invalid merely because:
- the customer changes their mind or chooses another supplier;
- the engineer does not win the job;
- no appointment is ultimately made;
- the customer and engineer cannot agree on price, timing or scope; or
- the engineer decides the job is unsuitable after speaking with the customer.
These are normal commercial outcomes from a genuine enquiry. Berkshire Boiler Care stands behind the validity of the enquiry, but does not guarantee that it will convert into work. We may investigate unusual or repeated claims and retain reasonable discretion to prevent misuse of the credit policy.
10. Personal information
Compassline Ltd handles personal information as explained in the Privacy Policy. The form records the notice and sharing-statement versions that apply to an enquiry.
11. Applicable law and contact
These terms are governed by the law of England and Wales, and mandatory rights available to consumers are preserved. General service questions can be sent to support@compassline.co.uk. Company and partnership enquiries can be sent to contact@compassline.co.uk.