Formal Complaints Procedure

At Yarmouth Heat & Plumb Ltd we strive to provide our customers with a professional service, at a reasonable cost within a realistic time frame.

We live in the real world and understand that things do not always go smoothly, Our complaints procedure has been set up to be fair and honest for when things don’t quite go to plan.

If you have been a customer of Yarmouth Heat & Plumb Ltd and feel dissatisfied with the service you were provided or have been adversely affected by any of our works that we carried out, We encourage you to contact us and file a formal complaint for us to investigate and provide a resolution.

Below is the procedure that we request you to follow to help us collate and fully understand your complaint, Help us by giving us as much information as possible in the first instance in relation to the issues you raise, this will help us to respond within a stated timeframe below and address any concerns you may have in a prompt and effective way to resolve issues as quickly as possible.

 We will always treat our customers in a professional, Compassionate, positive and polite manner, in return we expect our customers to treat any staff that deal with your complaint in a polite and positive manner, any abuse of staff will not be tolerated and will be reported to the relevant authority.

Should you not have access to email please write a letter to our registered office.

If you have any disabilities that you need to make us aware of that may affect your ability to file a formal complaint please contact us for advice, we will be happy to provide organisations that may be able to help you.

To clarify our services will always be carried out with reasonable care and skill, within a reasonable time frame and within a reasonable competitive price based on the skill set for the work you have instructed us to carry out. Our pricing is advertised clearly on our web site.

Should you still feel dissatisfied with our initial response please follow the procedure below.

To Start a formal complaint

Contact us via email on heatandplumbyarmouth@gmail.com and mark for the attention of the lead engineer.

We will not accept formal complaints in person, via phone or messaging services. This will help to preserve any photographic evidence or conversations raised should the complaint be progressed.

We request that you provide all of the following, so we can address your complaint in a timely manner, failure to provide any of the following my result is delays with our response.

Please provide all of the following

• Full name and home address, email address.  

• Quote/invoice number which relate to the issues you will be raising ( Only if we have carried out work for you)

• Road name/ Property Number of property we have been working at that you may have been affected by our works.

• Brief time line of our interactions – stating times of contact, whom with, reason for complaint.

What we will do Once we receive your complaint

 A formal acknowledgement will be sent via email to let you know that we are working on the issues raised within 24hrs or sooner. If the matter is classed as urgent, (urgent classification will only be applied to our customers that have a ongoing Gas leak, have been and still are capped off from the properties gas supply via a emergency supplier like Cadent, Calor Gas, Flogas, have no heating/hot water or water supply to the property that we have worked only. To support Landlords comply with regulation 11 of the Landlords and tenants Act 1985 we will respond within 12 hrs.

Our Formal response to a formal complaint

A formal resolution will be sent to the supplied email address within 10 working days or sooner following a thorough review of the information supplied and internal review of the evidence the site engineer that carried out the works.

We may insist on and encourage an independent inspection of the works to provide a resolution.

As part of our resolution offer we may insist that local building control, Local planning or professional trade organisation attends site to carry out an independent inspection of the work site, work carried out, building condition, installation and condition to confirm not only our but also your compliance with relevant legal responsibilities, These organisations will be but not limited to  Gas Safe Register tm, Oftec, CIPHE to inspect our works and compile a full in depth independent report to assist a formal resolution being provide to resolve any issues raised.

If the formal resolution is still not to your satisfaction,

If the formal resolution is still not to your satisfaction, we will request that both parties attend (ADR) alternative dispute resolution prior to any formal legal action being taken.

 

 

• We would like to remind all customers that have instructed us to carry out any agreed works following an accepted quotation with terms and conditions attached. Failure to pay any outstanding amounts on account as per our terms and conditions within the stated time frame on the invoice will be liable to interest added to the account until payment received in full. These details are included on our terms and conditions attached to your quotation.