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Handling Complaints

It will always be free of charge for customers to lodge a complaint and they have a choice of how they complain (letter, email, telephone call) will always be theirs.

When we receive a complaint from a Customer we will immediately start to collate the information we need to complete the Complaint Management Form (there is a copy within appendix i).

After the initial information has been collected, the Complaints Manager will either commence his own investigations, or assign the complaint to another appropriate member of staff. The designated person will not have any conflicts of interest in managing and investigating the complaint. All complaints will be investigated competently, diligently and impartially so we can be sure that we are able to treat our Customers fairly.

Following the steps shown on the ‘process flow’ chart below the complaint will be thoroughly investigated and the Customer kept appraised by the agreed communication method on a regular basis.

Once the complaint has been fully investigated the Complaints Manager will liaise with the Directors to authorise any appropriate action, which may or may not involve compensating the customer.

Where a gas-related complaint is upheld, the Heating Manager, with the Heating Supervisor(s), shall assess the evidence gathered during the investigation process, and determine whether the engineer(s) involved should be assessed for competency and/or skills/training gap analysis.

Resolving Complaints

We will endeavour to resolve complaints in a timely manner and to the satisfaction of all concerned.

This means we will aim to resolve all complaints quickly while making certain they are also investigated thoroughly, to reassure customers that their complaints have been reviewed fully and the resolution is well founded.

The following standards have been agreed throughout our business:

Every complaint received, and that is not resolved by the close of the next working day, will be acknowledged within five working days and a copy of the “How to Complain” leaflet sent to the customer (see standard letter template within appendix ii).

We will advise the customer on each communication when they will next hear from us (see continuation letter template within appendix iii).

We will endeavour to resolve complaints in a timely manner and within eight weeks as a maximum.

If we cannot resolve a complaint then we will remind customers of the Financial Ombudsman Service (see final response letter template within appendix iv).