Homeglow Plumbing & Gas Services Ltd Complaints Procedure

Homeglow Plumbing & Gas Services Ltd strives to provide exceptional plumbing and heating services to our customers. We understand that sometimes things may not go as planned, and in those instances, we are committed to addressing any concerns or complaints promptly and professionally. This document outlines the steps to follow if you have a complaint about our services.

Step 1: Informal Resolution

If you are dissatisfied with any aspect of our service, please contact us as soon as possible. You can reach us by:

• Phone: 01709 912821
• Email: office@homeglowgasservices.com

Please provide your name, contact information, and a detailed complaint description when contacting us. We will make every effort to resolve your issue quickly and efficiently.

Step 2: Formal Written Complaint

If you are not satisfied with our team’s response, or prefer to submit a formal written complaint, please email your complaint to Andrew Mitchell, Director, at office@homeglowgasservices.com. Please include the following information:

• Your full name, address, and contact details
• A clear description of your complaint and any relevant details
• Any previous correspondence or attempts to resolve the issue
• Your desired outcome or resolution

We will acknowledge receipt of your complaint within 3 working days and will endeavour to provide a full response within 10 working days. If we need more time to investigate your complaint, we will inform you of the expected timeframe for resolution.

Step 3: Escalation

If you are still unsatisfied with our response or the proposed resolution, you may escalate your complaint by writing to Andrew Mitchell, Director, at the same email address (office@homeglowgasservices.com). Please include any additional information or reasons for your dissatisfaction with our previous response.

We will review your complaint and our previous response and will provide a final written response within 14 working days.

Step 4: External Resolution

If you have followed the steps outlined above and are unsatisfied with our final response, you may seek external resolution through an appropriate alternative dispute resolution (ADR) body or regulatory authority. We will provide you with information about the appropriate ADR body or regulator upon request.

At Homeglow Plumbing & Gas Services Ltd, we take all complaints seriously and are dedicated to resolving issues in a fair and transparent manner. We appreciate your feedback and will use it to improve our services for all customers continually.