Assessment done within 24 hours of my phoning - just. I was not informed there was a charge of £94 for this call-out. Sam undertook to return 9am the next day to carry out repairs. I prepared and left the boiler off. He had not come by 12.30. I rang to be told he had not been assigned for that day, but nobody had rung to tell me. I was rung back and told I must pay for materials before he would come - two days later. Sam came on time, conscientious and did a good job. I waited for an invoice, none came. My credit card account did come showing three payments taken off it. For the call-out, the materials and the labour. I had only authorised payment for materials. Taking payment before I had an invoice or authorised payment is wrong. I was further upset by not being told about the call-out fee. Your customer relations and account practice are very poor, I suspect bordering on illegality.