Complaints and Procedure
How to raise and resolve issues with us
COMPLAINTS
If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.
We want to:
- Make it easy for you to tell us what went wrong
- Give your complaint the attention it deserves
- Resolve your complaint fairly and without delay
- Make sure you are satisfied with how your complaint was handled
How to complain:
If you are not satisfied with any aspect of our product/service you can tell us about your complaint in the following ways:
- In person: Heatforce (Wales) Ltd, Unit 10 Lambourne Crescent, Llanishen, CF14 5GP
- In writing: Write to us at the address above, please address your letter to The Complaints Manager
- By telephone: 029 2076 3622
- By email: complaints@heatforce.co.uk
How long will it take?
We will aim to resolve your complaint straight away but if we can’t, we will write to you within 3 business days to tell you:
- Why we have not resolved your complaint
- Who is dealing with your complaint
- When we will contact you again
We will usually resolve your complaint quickly, but if it is complex, it may take longer.
We will keep you informed on a regular basis but if you need an update, please call us on the number above and ask to speak to the person dealing with your complaint.
If your complaint is not resolved within the 3-business day period it will enter our formal complaints procedure. We will investigate your complaint fully and rite to you to confirm the outcome of our investigation.
For complaints that relate to our credit broking service
We will provide you with a final response letter with 8 weeks, which will set out our position and confirm whether we accept your complaint or not. We hope at this stage the matter will be resolved but if you remain unsatisfied, following receipt of our final response letter, or 8 weeks have passed and you have not received a response from us, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
If for any reason, we are not able to provide our final response within 8 weeks, we will send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
If you want the FOS to investigate your complaint you must contact them within six months of the date of our final response letter.
- Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
- Telephone: 0800 0234567
- Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk
