COMPLAINTS POLICY
At Aldred Gas & Heating Services Ltd, we are committed to providing a high standard of service to all our customers. However, if you are dissatisfied with any aspect of our service, we would like to hear from you so that we can investigate the matter and work towards a satisfactory resolution.
We take all complaints seriously and aim to deal with them fairly, consistently and promptly.
HOW WE HANDLE COMPLAINTS
Step 1 – Contacting Us
If you wish to make a complaint, please provide:
• Your full name, address and contact telephone number
• Details of the product or service concerned
• Any reference number or previous correspondence
• A clear explanation of your complaint and how you would like it resolved
Please contact:
Mr S Aldred
Aldred Gas & Heating Services Ltd
Telephone: 07778 881412
Email: aldredgasservices@icloud.com
If you require communication in an alternative format, please let us know and we will do our best to accommodate your needs.
Step 2 – Investigation and Resolution
We aim to resolve complaints as quickly as possible.
Where possible, we will seek to resolve your complaint immediately. If we cannot do so, we will acknowledge your complaint and begin an investigation.
Within three working days we will:
• Confirm receipt of your complaint
• Explain who is handling your complaint
• Advise you of the next steps and likely timescales
We will keep you informed of progress throughout our investigation.
If we are unable to provide a final response within eight weeks of receiving your complaint, we will write to explain the reason for the delay and indicate when we expect to conclude our investigation.
Once our investigation is complete, we will issue our final response outlining our findings and any action we propose to take.
FINANCE-RELATED COMPLAINTS
If your complaint relates to a finance agreement arranged through TradeHelp Ltd, and we are unable to resolve the matter to your satisfaction, you may also contact:
TradeHelp Ltd
Marchwiel Centre
Bryn Lane
Wrexham Industrial Estate
Wrexham
LL13 9UT
Telephone: 01978 666887
Email: info@tradehelp.co.uk
Where appropriate, complaints relating specifically to the finance agreement may be referred to the relevant lender, who will investigate the matter and issue a response in accordance with regulatory requirements.
FINANCIAL OMBUDSMAN SERVICE
If your complaint relates to a regulated finance agreement and you remain dissatisfied after receiving a final response, or if eight weeks have passed since your complaint was made and no final response has been issued, you may be entitled to refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123
Website: [www.financial-ombudsman.org.uk](https://www.financial-ombudsman.org.uk)
Complaints concerning the installation, servicing, repair or other services provided directly by Aldred Gas & Heating Services Ltd should be directed to us in the first instance using the contact details provided above.
POLICY REVIEW
This Complaints Policy is reviewed periodically to ensure it remains effective, fair and compliant with current regulations.