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We aim to do our best to meet our customers’ expectations but unfortunately, there may be times when things go wrong. If you have a complaint about any part of our service, we want to hear from you, so we can put things right and drive continuous improvements to our business policies, processes and procedures.
Please get in touch with us and tell us what has gone wrong.
Call us on: 01708693055
Email us at: firstname.lastname@example.org
Write to us at: 1 Repton House, Repton Close, Basildon, Essex, SS13 1LJ
We will try to resolve your complaint as soon as we receive it. However, some complaints can be complex or involve several issues and, in these instances, we may need time to make sure we have covered everything.
We will send you a written acknowledgement of your complaint within 5 working days of receiving it and will keep you regularly informed, either by telephone or in writing, while we investigate matters.
Our aim is to take no longer than 8 weeks to provide a full response to your complaint. In the unlikely event we do not provide a response in this time, an explanation and an update on progress will be provided within 8 weeks of us receiving your complaint.
If you are unhappy with our final response or our investigation has taken more than 8 weeks to reach a conclusion, you have the right to refer your complaint to the Financial Ombudsman or our Alternative Dispute resolution provider, as detailed below:
The Financial Ombudsman Service
Telephone: 0800 023 4567 or, from a mobile 0300 123 9123
Please refer to the enclosed FOS leaflet that we will send you with our final response or their website: www.financial-ombudsman.org.uk
For information on the types of complaints FOS may consider, please refer to: www.financial-ombudsman.org.uk/faq/answers/complaints_a2.html
If you wish to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the date of our final response