I think Plumbing Co. has ripped me off. Who do I tell to stop them conning others?

[Miss Tree]

My partner decided to purchase a new toilet to replace my old leaky toilet. He tried to install it to save money, but after 3 days of being unable to stop slow leak around pipes I decided we needed a plumber.

After a couple of failed attempts I got through to a local emergency plumbing co. who deals with residential/industrial jobs. I rang at 19-40pm and the man on phone said a plumber was in my area and would be there within the hour. I did not say it was urgent, but knowing it could all be fixed within the hour I thought great. I had to give my card details for a £60 call out charge and was told (very quickly) the plumber would tell me the cost after he'd had a look.

The plumber didn't come after 1 1/2 hrs so I rang them and was told he'd be here shortly. Several calls later, with the repeated assurance he'd be here soon, the plumber arrived at midnight.
When my partner asked him 'How much would the job cost?' the plumber (who I think was polish) kept reasuring us 'not to worry - it'll be okay'
My partner and I was unsure as to Do we pay the plummer upfront? as he gave the impression it wouldn't be that expensive - so don't worry about it..
After 1 hour and 20 mins the plumber said it was all fixed. Yet again we asked how much? He then rang someone on his phone and in own language spoke to someone on the other end, He then passed the phone to my partner and said 'This is my Boss'
The 'Boss' then told us that would be £470 !! When we asked why so much? we were told it was Emergency rates of £200 per hour plus £70 for parts (bit of copper piping and sealant)
He said we could claim it on our insurance. to which we replied we dont have any.
I was totally dumbstruck - If the plumber had told us this at the start there is no way I would have agreed and would have let them keep the £60 call out charge, and although I would have felt duped I would have learned a lesson.
For this company to reel us in by saying it was all going to be done and dusted within the hour so that we paid the callout fee straight away as instructed - and then several hours later this 'kindly/sympathetic' plumber turns up telling us not to worry about the price - it will be okay - then at 1-20am his 'Boss' tells us that'll be £470 plus the £60 call out fee £530 in total)

We bought the toilet in a sale at B&Q for £67. Truth is we dont have much money and its fairly obvious to anyone who see's our house.
I dont think or expect for a moment I have any chance of getting any money off these people - but if the way they do business is illegal in some way I would like to report them so they cant keep doing this to unsuspecting customers.. It just didn't seem right the way it was done. They have a large, official website which lists all the types of work they do from leaky taps to Industrial jobs - but on hindsight, there is no mention of costs .and no where to write a review.
I dont know what would have happened if I didnt have that money in the bank. Actually the 'Boss' did ask for cash originally.- which is very strange. As if I would have £470 cash in the house at 1.20am for a slow leaking toilet repair!
If they are wrong in the way they conduct their business - can someone please tell me to whom I should write to complain about their practices.

A BIG THANK YOU TO ANYONE WHO TAKES THE TIME TO READ THIS AND MORESO IF YOU CAN ANSWER MY QUERY.

[EnglandPi]

Yes its a scam, you have been ripped off and although what has happened to you is morally abhorrent its perfectly legal and there is nothing anyone can do about it.

Emergency plumbers have been doing this for years, the clever ones normally tell you their rates upfront and get you to sign a contract before the commencement of any work.

The only rate they have is an emergency rate otherwise known as a rip off rate.

Trading standards know all about these companies and have been trying for years to close them down but cant because private business can charge whatever they like.

[Miss Tree]

Yes you have been ripped off and although what has happened to you is morally abhorrent its perfectly legal and there is nothing anyone can do about it.

Emergency plumbers have been doing this for years, they normally tell you their rates upfront and get you to sign a contract before the commencement of any work. The only rate they have is an emergency rate otherwise known as a rip off rate.

Thank You So Much for your reply. Its a pity they can get away with these sleazy tactics. .

[echat11]

Contact CAB / Trading Standards

https://www.citizensadvice.org.uk/

How did you pay for the call out and other bits? If it was by Credit Card / Debit Card, you could raise a dispute with your card provider.

https://www.which.co.uk/consumer-rig...k-abZ2d4z3nT8q

[des8]

You are not quite without a remedy if you don't mind going to court!

Consumers Rights Act 2015 (CRA 2015) sec 51: Reasonable price to be paid for a service
(1)This section applies to a contract to supply a service if—
(a)the consumer has not paid a price or other consideration for the service,
(b)the contract does not expressly fix a price or other consideration, and does not say how it is to be fixed, and
(c)anything that is to be treated under section 50 as included in the contract does not fix a price or other consideration either.
(2)In that case the contract is to be treated as including a term that the consumer must pay a reasonable price for the service, and no more.(3)What is a reasonable price is a question of fact.

I would write (first class post with free certificate of posting from post office) to the company describing what has happened and how you were misled and ask for a rebate of £xx (try and find out how much a reputable plumber would have charged)
Give them 14 day deadline to respond in writing and take it from there.

[echat11]

https://www.which.co.uk/consumer-rig...t-aZCUb9i8Kwfa

[Huxie]

GRIZZLU is a spammer and has been reported.