Complaints Procedure

1. Purpose

This procedure is designed to ensure that complaints are handled fairly, consistently, and, wherever possible, resolved to the complainant’s satisfaction. It encourages a culture of feedback and improvement.

2. Scope

This procedure applies to all customers or clients

3. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our service, conduct, or processes.

4. Procedure

Step 1: Informal Resolution

The complainant is encouraged to raise the issue informally with the relevant person or department by telephone 01256 805110, and every effort will be made to address any concerns by either conducting additional site work or agreeing a financial settlement.

If resolved informally, then no further action is required.

Step 2: Formal Complaint Submission

If the issue is not resolved informally, a formal complaint should be submitted in writing. Complaints can be submitted via email to info@rcplumbingandheating.co.uk or a letter addressed to the Complaints Officer, 88 Winchester Road, Whitchurch, RG28 7HP

Complaint details should include:

Name and contact information of the complainant

Date and time of the incident (if applicable)

Description of the issue

Desired outcome or resolution

Step 3: Acknowledgement

The complaint will be acknowledged within 3 working days, and the complaint will be dealt with by either Murray Clash or Louise Rhyder.

Step 4: Investigation

The appointed person will investigate the complaint. All relevant parties may be interviewed and evidence gathered. This process will usually be completed within 10 working days.

Step 5: Response

A written response will be sent to the complainant with:

A summary of the findings

Any actions taken or planned

Appeal options if the complainant is not satisfied

5. Appeals Process

If the complainant is not satisfied with the outcome, they may appeal within 7 working days of the response by writing to the relevant body: Gas Safe, Oftec, Checkatrade, Federation of Small Businesses

6. Confidentiality

All complaints will be handled with the utmost confidentiality and in line with data protection laws.

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