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01638 781130

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01353 883562

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Complaints

Complaints Policy

Heating Company views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.

Either call us on 01638 781130, or write to us at Heating Company, Rosemary House, Lanwades Business Park, Kentford, Newmarket, CB8 7PN or email us at enquiries@heatingcompany.co.uk

Our policy is: 

To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint

To make sure everyone at Heating Company knows what to do if a complaint is received

To make sure all complaints are investigated fairly and in a timely way

To make sure that complaints are, wherever possible, resolved and that relationships are repaired

To gather information which helps us to improve what we do

Definition of a Complaint 

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Heating Company.

Where Complaints Come From 

Complaints may come from any person or organisation who has a legitimate interest in Heating Company. A complaint can be received verbally, by phone, by email or in writing.

Confidentiality 

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the Managing Directors.

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted Trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0117 981 2929 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/

**This policy is reviewed regularly and updated as required.**