Complaints Handling Procedure

Complaints Handling Procedure

At Highfield Heating and Gas Ltd, we are committed to delivering high-quality plumbing and heating services. However, we recognise that occasionally things may not go as planned. When this happens, we take complaints seriously and aim to resolve them promptly, fairly, and transparently.

This procedure explains how to make a complaint, how we handle it, and what to do if you are not satisfied with the outcome.

1. Our Commitment to You

We will:

• Treat all complaints seriously and respectfully
• Investigate complaints fairly and objectively
• Keep you informed throughout the process
• Aim to resolve complaints as quickly as possible
• Learn from complaints to improve our services

 

2. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to:

• Plumbing or heating workmanship
• Customer service
• Delays or missed appointments
• Communication issues
• Billing or charges
• Damage or cleanliness concerns

 

3. How to Make a Complaint

Step 1 – Contact Us Directly

Most issues can be resolved quickly by contacting us directly.

Please provide:

• Your full name and address
• Contact details
• Details of the work carried out
• A clear description of your complaint
• Any supporting evidence (photos, invoices, correspondence)

Contact methods:

• Email: info@highfieldplumbing.co.uk
• Phone: 0330 912 8754
• Post:  Highfield Heating and Gas Ltd, 2a Arthur Street, Mansfield, Notts, NG18 2HQ

 

4. Our Complaint Handling Process

Acknowledgement

• We will acknowledge your complaint within 3 working days of receipt.

Investigation

• Your complaint will be reviewed by a senior member of staff who was not directly involved in the original work where possible.
• We may contact you for further information or to arrange an inspection.

Response

• We aim to provide a full written response within 14 working days.
• If more time is required, we will explain why and keep you updated.

 

5. Resolution Options

Depending on the nature of the complaint, resolution may include:

• A clear explanation of findings
• Remedial work at no additional cost
• Partial or full refund where appropriate
• Goodwill gesture
• Apology and service improvement actions

 

6. If You Are Not Satisfied

Step 2 – Escalation

If you are unhappy with our initial response, you may request escalation.

• Your complaint will be reviewed by company management.
• A final response will be issued within 14 working days of escalation.

 

7. Independent Resolution / Alternative Dispute Resolution (ADR)

If we cannot reach an agreement, or if 8 weeks have passed since you first raised your complaint, you may be entitled to refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme of your choice.

We will adhere and engage with any ADR requests that we receive

ADR services are:

• Independent
• Impartial
• Free or low-cost for consumers

 

8. Gas Safety & Emergency Issues

If your complaint relates to gas safety or an urgent heating issue:

• Contact us immediately by phone
• If you suspect a gas leak, call the National Gas Emergency Service on 0800 111 999

 

9. Record Keeping & Data Protection

• All complaints are recorded and stored securely.
• We handle personal data in line with the UK GDPR and our Privacy Policy.
• Complaint records are retained only as long as necessary.

 

10. Continuous Improvement

We regularly review complaints to:

• Improve service quality
• Enhance customer communication
• Prevent future issues

Your feedback helps us improve.

 

11. Contact Details

Highfield Heating and Gas Ltd
📧 info@highfieldplumbing.co.uk
📞 0330 912 8754
📍 2a Arthur Street, Mansfield. Notts NG18 2HG