We thank you for your review, it's always good to remind and reassure consumers that as Ace Energy is a member of Which? Trusted Traders then all our customers are protected. In all the time we have been a member of Which? we have only received this one complaint. Although yours is not so much a complaint but more an unwillingness to pay your bills for the professional service that you received. Neither Which? nor the ombudsmen upheld your complaint or as you put it ‘found in your favour’ You requested that a qualified gas engineer attend an emergency appointment at your property on the afternoon of New Year’s Eve with a report that you had no heating. The fact that after he diagnosed the problem and explained this to you at great length, you then decided to fix it yourself does not make the service free and we are all surprised that you ever thought this would be. Had there been any wrongdoings on our part then Which? would have removed our status as a Trusted Trader. As it is, we continue to fly the flag. We gave you a refund as a gesture of goodwill, we sincerely hope your current circumstances improve soon and wish you well for the future.